JezK

Edit File: 1782882949.M221376P1348568.mahakam.iixcp.rumahweb.net,S=97979,W=100268

Envelope-to: stie@arlindo.ac.id
Delivery-date: Wed, 01 Jul 2026 12:15:49 +0700
Organization: james@otcsb.com.my
Message-ID: <6978845172f90cdaaca0e728003b3d3d@otcsb.com.my>
From: "james@otcsb.com.my" <james@otcsb.com.my>
To: "HI SIR/MADAM," <james@otcsb.com.my>
Subject: =?windows-1252?Q?MASTERING_THE_ART_OF_CUSTOMER_CONFLICT:_TURNING_CHALLENGES_INTO_OPPORTUNITIES_(21_-_22_Sept_2026)?=
Date: Wed, 1 Jul 2026 13:13:24 +0800
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Pleasecall 012-588 2263

=A0email tojames-otc@outlook.com

=A0

HYBRID PUBLIC PROGRAM

MASTERING THE ART OF CUSTOMER CONFLICT:=20

TURNING CHALLENGES INTO OPPORTUNITIES

(** Choose either Zoom OR Physical Session)

Remote Online Training (Via Zoom)=A0=A0&

Wyndham Grand =A0Bangsar Kuala Lumpur Hotel (Physical)

=A0(SBL Khas / HRD Corp Claimable Course)

Date : =A021 Sept2026 (Mon) |=A0 9am =96 5pm=A0=A0=A0=A0=A0=A0 =A0=A0=A0 =
=A0By Angeline

22Sept2026 (Tue)=A0 =A0|=A0 9am =96 5pm=A0=A0 =
=A0=A0=A0=A0=A0=A0=A0=A0.=A0=A0=A0=A0=A0=A0=A0 =2E

=A0

OVERVIEW

This 2-days training on "How to Handle Difficult Customers" is designed =
to=20
equip participants with the skills to effectively manage challenging =
customer=20
interactions, whether via phone or face-to-face, with external customers =
like=20
dealers or end users. Day 1 focuses on understanding customer behavior, =
mastering=20
communication techniques, de-escalating tense situations, and =
implementing=20
a structured complaint management process. Participants will also learn =
how=20
to handle complaints over the phone with professionalism and empathy. Day =
2=20
builds on these foundations by introducing advanced conflict resolution =
skills,=20
strategies for managing difficult in-person scenarios, stress management =
techniques,=20
and approaches to turn complaints into opportunities for business =
improvement.=20
Through role-playing, case studies, and practical exercises, participants =
will=20
develop the confidence and resilience needed to handle even the most =
difficult=20
customer interactions successfully=2E

=A0

LEARNING OUTCOMES

=A0

=B7=A0=A0=A0=A0=A0=A0 Identify and Categorize Difficult Customer Behaviors

Participants will be able to recognize different types of difficult =
customers=20
(angry, passive, demanding, etc.) and understand the common triggers for =
their=20
dissatisfaction=2E

=A0

=B7=A0=A0=A0=A0=A0=A0 Develop Effective Communication Skills

Participants will learn techniques for active listening, using positive =
language,=20
and maintaining a professional tone during challenging interactions=2E

=A0

=B7=A0=A0=A0=A0=A0=A0 Apply De-escalation Techniques

Participants will practice strategies to calm angry customers, reduce =
tension,=20
and build rapport to create a more cooperative atmosphere=2E

=A0

=B7=A0=A0=A0=A0=A0=A0 Follow a Structured Complaint Management Process

Participants will be able to efficiently gather information, ask probing =
questions,=20
and document complaints accurately to facilitate timely resolution=2E

=A0

=B7=A0=A0=A0=A0=A0=A0 Demonstrate Proficiency in Handling Verbal Complaints

Participants will master the skills needed to manage phone and =
face-to-face=20
complaints professionally, even in emotionally charged situations=2E

=A0

=B7=A0=A0=A0=A0=A0=A0 Employ Advanced Conflict Resolution and =
Problem-Solving Skills

Participants will learn how to identify the root causes of complaints, =
offer=20
suitable alternatives, and resolve complex issues effectively=2E

=A0

=B7=A0=A0=A0=A0=A0=A0 Build Emotional Resilience and Stress Management =
Skills

Participants will gain tools to handle the stress associated with dealing =
with=20
difficult customers and learn how to maintain a positive mindset=2E

=A0

=B7=A0=A0=A0=A0=A0=A0 Turn Customer Complaints into Opportunities for =
Improvement

Participants will be able to use customer feedback to identify areas for =
improvement,=20
enhance customer satisfaction, and strengthen relationships with =
customers=2E

=A0

METHODOLOGY

=B7=A0=A0=A0=A0=A0=A0 Quizzes.For long, complicated training, stop =
periodically to administer=20
brief quizzes on information presented to that point. Begin sessions with =
a=20
prequiz and let participants know there will also be a follow-up quiz. =
Trainees=20
will stay engaged in order to improve their prequiz scores on the final =
quiz.=20
Further this will motivate participants by offering awards to the highest =
scorers=20
or the most improved scores=2E

=A0

=B7=A0=A0=A0=A0=A0=A0 Small group discussions. Break the participants down =
into small groups=20
and give them case studies or work situations to discuss or solve. This =
is=20
a good way for knowledgeable veteran employees to pass on their =
experience=20
to newer employees=2E

=A0

=B7=A0=A0=A0=A0=A0=A0 Case studies. Adults tend to bring a =
problem-oriented way of thinking=20
to workplace training. Case studies are an excellent way to capitalize on =
this=20
type of adult learning. By analyzing real job-related situations, =
employees=20
can learn how to handle similar situations. They can also see how various =
elements=20
of a job work together to create problems as well as solutions=2E

=A0

=B7=A0=A0=A0=A0=A0=A0 Active summaries. Create small groups and have them =
choose a leader.=20
Ask them to summarize the lecture=92s major points and have each team =
leader=20
present the summaries to the class. Read aloud a prewritten summary and =
compare=20
this with participants=92 impressions=2E

=A0

=B7=A0=A0=A0=A0=A0=A0 Q & A sessions. Informal question-and-answer =
sessions are most effective=20
with small groups and for updating skills rather than teaching new =
skills.=20
For example, some changes in departmental procedure might easily be =
handled=20
by a short explanation by the supervisor, followed by a =
question-and-answer=20
period and a discussion period=2E

=A0

=B7=A0=A0=A0=A0=A0=A0 Question cards. During the lecture, ask participants =
to write questions=20
on the subject matter. Collect them and conduct a quiz/review session=2E

=A0

=B7=A0=A0=A0=A0=A0=A0 Role-playing. By assuming roles and acting out =
situations that might=20
occur in the workplace, employees learn how to handle various situations =
before=20
they face them on the job. Role-playing is an excellent training =
technique=20
for many interpersonal skills, such as customer service, interviewing, =
and=20
supervising=2E

=A0

=B7=A0=A0=A0=A0=A0=A0 Participant control. Create a subject menu of what =
will be covered.=20
Ask participants to review it and pick items they want to know more =
about.=20
Call on a participant to identify his or her choice. Cover that topic and =
move=20
on to the next participant=2E

=A0

=B7=A0=A0=A0=A0=A0=A0 Demonstrations.=A0 Demonstrate the steps being =
taught or the processes=20
being adopted=2E

=A0

=B7=A0=A0=A0=A0=A0=A0 Other activities=2E

o=A0=A0 Create a personal action plan

o=A0=A0 Paraphrase important or complex points in the lecture

=A0

DURATION

2 Days (9.00am =96 5.00pm)

=A0

OUTLINE OF WORKSHOP=A0

=A0

Day 1: 9.00am - 5.00pm

=A0

Module 1: Understanding the Difficult Customer

=B7=A0=A0=A0=A0=A0=A0 Identifying different types of difficult customers =
(angry, passive,=20
demanding, etc.)

=B7=A0=A0=A0=A0=A0=A0 Common triggers that cause customer dissatisfaction

=B7=A0=A0=A0=A0=A0=A0 The importance of emotional intelligence in customer =
interactions

=A0

Module 2: Effective Communication Techniques

=B7=A0=A0=A0=A0=A0=A0 Active listening skills: How to truly hear the =
customer

=B7=A0=A0=A0=A0=A0=A0 Tone of voice and language: Using positive and =
neutral phrases

=B7=A0=A0=A0=A0=A0=A0 Avoiding defensive or confrontational responses

=A0

Module 3: De-escalating Emotional Situations

=B7=A0=A0=A0=A0=A0=A0 Techniques to calm down an angry customer

=B7=A0=A0=A0=A0=A0=A0 Building rapport to reduce tension

=B7=A0=A0=A0=A0=A0=A0 Apologizing effectively without admitting fault =
(when applicable)

=A0

Module 4: Complaint Management Process

=B7=A0=A0=A0=A0=A0=A0 Gathering information from customers efficiently

=B7=A0=A0=A0=A0=A0=A0 Asking the right probing questions to understand the =
issue

=B7=A0=A0=A0=A0=A0=A0 Documenting complaints accurately for resolution =
tracking

=A0

Module 5: Resolving Complaints Over the Phone

=B7=A0=A0=A0=A0=A0=A0 Structuring a phone conversation for complaint =
resolution

-=A0=A0=A0=A0=A0=A0 Greeting, listening, offering solutions, and closing

=B7=A0=A0=A0=A0=A0=A0 Handling verbal abuse or inappropriate language =
professionally

=B7=A0=A0=A0=A0=A0=A0 Following up with customers to ensure satisfaction=A0

=A0

Day 2: 9.00am - 5.00pm

=A0

Module 1: Advanced Conflict Resolution Skills

=B7=A0=A0=A0=A0=A0=A0 Identifying the root cause of recurring complaints

=B7=A0=A0=A0=A0=A0=A0 Problem-solving techniques for resolving complex =
issues

=B7=A0=A0=A0=A0=A0=A0 How to offer alternatives without frustrating the =
customer

=A0

Module 2: Managing Difficult Situations in Person

=B7=A0=A0=A0=A0=A0=A0 Reading non-verbal cues during face-to-face =
interactions

=B7=A0=A0=A0=A0=A0=A0 Using empathy and acknowledgment to ease complaints

=B7=A0=A0=A0=A0=A0=A0 Handling public complaints or group situations =
diplomatically

=A0

Module 3: Building Resilience in Challenging Scenarios

=B7=A0=A0=A0=A0=A0=A0 Stress management for customer-facing roles

=B7=A0=A0=A0=A0=A0=A0 Turning negative interactions into learning =
opportunities

=B7=A0=A0=A0=A0=A0=A0 Recognizing when to involve a supervisor or escalate =
the issue

=A0

Module 4: Turning Complaints into Opportunities

=B7=A0=A0=A0=A0=A0=A0 Using feedback from complaints to improve =
products/services

=B7=A0=A0=A0=A0=A0=A0 Training customers to use products/services =
effectively

=B7=A0=A0=A0=A0=A0=A0 Creating positive customer experiences =
post-resolution

=A0

** Certificate of attendance will be awarded for those who completed the =
course

=A0

ABOUT THE FACILITATOR=20

=A0

DR. ANGELINE

PHD in Behavioural Economics | NUS=20

Bachelor of Software Engineering (Hons), University of Staffordshire

Certified Ethical Hacker (CEH)

Computer Hacking Forensic Investigator (CHFI)

HRD Corp certified=20

=A0

Dr. Angeline is a highly respected international speaker, entrepreneur, =
and=20
sales leader specializing in the complex business-to-business (B2B) sale =
sharing=20
her fresh sales strategies, she helps salespeople to speed up new =
customer=20
acquisition and win bigger contracts. Her clients include numerous GLC =
and=20
MNC firms. She is also a founder and managing partner of four businesses =
in=20
multiple industries.=20

=A0

Throughout her career, Angeline has helped people in a wide variety of =
industries=20
and markets think through and overcome their biggest business challenges. =
Her=20
greatest strength is in getting others to build consensus around what =
must=20
change, and identify the resources within themselves that will drive =
positive=20
results through sales strategies, Angeline is a trust builder who focuses =
on=20
leading transformational conversations, those that create and sustain =
relationships=20
of value. She is a natural mentor who brings the business acumen, =
situational=20
knowledge, and experience to each engagement, and lays a solid foundation =
for=20
future growth.=A0

=A0

Thought Leader

As a business-to-business sales expert, Angeline=92s ideas and insights =
are ubiquitous=20
in multiple forums, conferences, training and consultancy both on and =
offline=2E

Widely read.=A0Angeline=92s newsletters are read by 100,000+ sellers =
worldwide.=20
=A0=20

(SBL Khas / HRD Corp Claimable Course)

TRAINING FEE

14 hours Remote Online Training (Via Zoom)

RM 1,296.00/pax=A0=A0=A0=A0 (excluded 8% SST)  =20

2 days Face-to-Face Training (Physical Training at Hotel)

RM 2,250.00/pax=A0=A0=A0=A0 (excluded 8% SST)

Group Registration: Register 3 participants from the same organization, =
the=20
4th participant is FREE.=20
(Buy 3 Get 1 Free) if Register before 10 Sept 2026. Please act fast to =
grab=20
your favourite training program!

=A0

PLEASE FEEL FREE TO CONTACT ME IF YOU ARE LOOKING FOR THE FULL BROCHURE =
FILE

=A0

We hope you find it informative and interesting and we look forward to =
seeing=20
you soon=2E

Please act fast to grab your favorite training program! Pleasecall =
012-588=20
2263

or email to james-otc@outlook.com

=A0

Do forward this email to all your friends and colleagues who might be =
interested=20
to attend these programs

=A0

=A0If you would like to unsubscribe from our email list at any time, =
please simply=20
reply to the e-mail and type Unsubscribe

in the subject area. We will remove your name from the list and you will =
not=20
receive any additional e-mail=2E

If you=92ve already unsubscribed but you are still receiving emails, =
kindly check=20
with your IT technician whether another email address=20

is linked to yours.We apologize for any inconvenience caused and =
appreciate=20
your understanding=2E

=A0

Thanks

=A0

Regards

James

OTC Training Centre Sdn Bhd
Mobile No. : 012-5882263

Email address: james-otc@outlook.com

=A0

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<html>
<head>
<meta content=3D"text/html; charset=3D" http-equiv=3D"content-type">
</head>
<body style=3D"FONT-SIZE: 10pt; FONT-FAMILY: Tahoma, Tahoma">
<font=20
size=3D3>Please<span=20
lang=3DEN-US=20
style=3D'FONT-FAMILY: "Times New Roman",serif; mso-ansi-language: EN-US'> =
call=20
012-588 2263<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><?xml:namespace=20
prefix =3D "o" ns =3D "urn:schemas-microsoft-com:office:office"=20
/><o:p></o:p>
<span=20
lang=3DEN-US=20
style=3D'FONT-FAMILY: "Times New Roman",serif; mso-ansi-language: =
EN-US'><font=20
size=3D3>&nbsp;email to =
<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><a><span=20
lang=3DEN-US=20
style=3D"FONT-SIZE: 12pt; mso-ansi-language: =
EN-US">james-otc@outlook.com</a><o:p></o:p>
<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p>&nbsp;</o:p>
HYBRID=20
PUBLIC PROGRAM<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
lang=3DEN-US=20
style=3D'FONT-SIZE: 28pt; FONT-FAMILY: "Times New Roman",serif; COLOR: =
blue; mso-ansi-language: EN-US'>MASTERING=20
THE ART OF CUSTOMER CONFLICT: <o:p></o:p>
<span=20
lang=3DEN-US=20
style=3D'FONT-SIZE: 28pt; FONT-FAMILY: "Times New Roman",serif; COLOR: =
blue; mso-ansi-language: EN-US'>TURNING=20
CHALLENGES INTO OPPORTUNITIES
<span=20
lang=3DEN-US=20
style=3D'FONT-SIZE: 18pt; FONT-FAMILY: "Times New Roman",serif; =
BACKGROUND: yellow; COLOR: black; mso-ansi-language: EN-US'>(**=20
Choose either Zoom OR Physical Session)<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
lang=3DEN-US=20
style=3D'FONT-SIZE: 14pt; FONT-FAMILY: "Times New Roman",serif; =
mso-ansi-language: EN-US'>Remote=20
Online Training (Via=20
Zoom)&nbsp;&nbsp;&amp;<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
lang=3DEN-US=20
style=3D'FONT-SIZE: 14pt; FONT-FAMILY: "Times New Roman",serif; =
mso-ansi-language: EN-US'>Wyndham=20
Grand &nbsp;Bangsar Kuala Lumpur Hotel <span=20
style=3D"COLOR: red">(Physical)<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
lang=3DEN-US style=3D"FONT-SIZE: 11pt; mso-ansi-language: EN-US"><font=20
face=3DArial>&nbsp;=20
(SBL=20
Khas / HRD Corp Claimable Course)<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
lang=3DEN-US=20
style=3D'FONT-SIZE: 14pt; FONT-FAMILY: "Times New Roman",serif; =
mso-ansi-language: EN-US'>Date=20
: &nbsp;21 Sept 2026 (Mon) |&nbsp; =
9am =96=20
5pm&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
&nbsp;&nbsp;&nbsp; &nbsp;By=20
Angeline<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<a=20
name=3D_Hlk92710438>22<span=20
style=3D"COLOR: #0d0d0d"> </a>Sept2026=20
(Tue)&nbsp; &nbsp;|&nbsp; 9am =96 5pm&nbsp;&nbsp; <span=20
style=3D"COLOR: =
#0d0d0d">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;<span=20
style=3D"COLOR: white">.<span=20
style=3D"COLOR: #0d0d0d">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; =
<span=20
style=3D"COLOR: white">.<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<font=20
size=3D3>&nbsp;<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<font=20
size=3D3>&nbsp;<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<font=20
size=3D3>OVERVIEW<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
lang=3DEN-US=20
style=3D'FONT-FAMILY: "Times New Roman",serif; mso-ansi-language: =
EN-US'>This=20
2-days training on "How to Handle Difficult Customers" is designed to =
equip=20
participants with the skills to effectively manage challenging customer=20
interactions, whether via phone or face-to-face, with external customers =
like=20
dealers or end users. Day 1 focuses on understanding customer behavior,=20
mastering communication techniques, de-escalating tense situations, and=20
implementing a structured complaint management process. Participants will =
also=20
learn how to handle complaints over the phone with professionalism and =
empathy.=20
Day 2 builds on these foundations by introducing advanced conflict =
resolution=20
skills, strategies for managing difficult in-person scenarios, stress =
management=20
techniques, and approaches to turn complaints into opportunities for =
business=20
improvement. Through role-playing, case studies, and practical exercises,=20
participants will develop the confidence and resilience needed to handle =
even=20
the most difficult customer interactions successfully.<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
lang=3DEN-US=20
style=3D'FONT-FAMILY: "Times New Roman",serif; mso-ansi-language: =
EN-US'>&nbsp;<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<font=20
size=3D3>LEARNING=20
OUTCOMES<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p>&nbsp;</o:p>
<span=20
style=3D"FONT-FAMILY: Symbol; mso-fareast-font-family: Symbol; =
mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.0pt"><span=20
style=3D"mso-list: Ignore">=B7<span=20
style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
<span=20
style=3D'FONT-FAMILY: "Times New Roman",serif'>Identify and Categorize =
Difficult=20
Customer Behaviors<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<font=20
size=3D3>Participants =
will be=20
able to recognize different types of difficult customers (angry, passive,=20
demanding, etc.) and understand the common triggers for their=20
dissatisfaction.<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<font=20
size=3D3><span=20
style=3D'FONT-FAMILY: "Times New Roman",serif'>&nbsp;<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D"FONT-FAMILY: Symbol; mso-fareast-font-family: Symbol; =
mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.0pt"><span=20
style=3D"mso-list: Ignore">=B7<span=20
style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
<span=20
style=3D'FONT-FAMILY: "Times New Roman",serif'>Develop Effective =
Communication=20
Skills<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<font=20
size=3D3>Participants =
will=20
learn techniques for active listening, using positive language, and =
maintaining=20
a professional tone during challenging interactions.<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<font=20
size=3D3>&nbsp;<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D"FONT-FAMILY: Symbol; mso-fareast-font-family: Symbol; =
mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.0pt"><span=20
style=3D"mso-list: Ignore">=B7<span=20
style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
<span=20
style=3D'FONT-FAMILY: "Times New Roman",serif'>Apply De-escalation=20
Techniques<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<font=20
size=3D3>Participants =
will=20
practice strategies to calm angry customers, reduce tension, and build =
rapport=20
to create a more cooperative atmosphere.<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D'FONT-FAMILY: "Times New Roman",serif'>&nbsp;<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D"FONT-FAMILY: Symbol; mso-fareast-font-family: Symbol; =
mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.0pt"><span=20
style=3D"mso-list: Ignore">=B7<span=20
style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
<span=20
style=3D'FONT-FAMILY: "Times New Roman",serif'>Follow a Structured =
Complaint=20
Management Process<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<font=20
size=3D3>Participants =
will be=20
able to efficiently gather information, ask probing questions, and =
document=20
complaints accurately to facilitate timely resolution.<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D'FONT-FAMILY: "Times New Roman",serif'>&nbsp;<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D"FONT-FAMILY: Symbol; mso-fareast-font-family: Symbol; =
mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.0pt"><span=20
style=3D"mso-list: Ignore">=B7<span=20
style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
<span=20
style=3D'FONT-FAMILY: "Times New Roman",serif'>Demonstrate Proficiency in =
Handling=20
Verbal Complaints<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<font=20
size=3D3>Participants =
will=20
master the skills needed to manage phone and face-to-face complaints=20
professionally, even in emotionally charged situations.<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D'FONT-FAMILY: "Times New Roman",serif'>&nbsp;<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D"FONT-FAMILY: Symbol; mso-fareast-font-family: Symbol; =
mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.0pt"><span=20
style=3D"mso-list: Ignore">=B7<span=20
style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
<span=20
style=3D'FONT-FAMILY: "Times New Roman",serif'>Employ Advanced Conflict =
Resolution=20
and Problem-Solving Skills<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<font=20
size=3D3>Participants =
will=20
learn how to identify the root causes of complaints, offer suitable=20
alternatives, and resolve complex issues effectively.<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D'FONT-FAMILY: "Times New Roman",serif'>&nbsp;<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D"FONT-FAMILY: Symbol; mso-fareast-font-family: Symbol; =
mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.0pt"><span=20
style=3D"mso-list: Ignore">=B7<span=20
style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
<span=20
style=3D'FONT-FAMILY: "Times New Roman",serif'>Build Emotional Resilience =
and=20
Stress Management Skills<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<font=20
size=3D3>Participants =
will gain=20
tools to handle the stress associated with dealing with difficult =
customers and=20
learn how to maintain a positive mindset.<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D'FONT-FAMILY: "Times New Roman",serif'>&nbsp;<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D"FONT-FAMILY: Symbol; mso-fareast-font-family: Symbol; =
mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.0pt"><span=20
style=3D"mso-list: Ignore">=B7<span=20
style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
<span=20
style=3D'FONT-FAMILY: "Times New Roman",serif'>Turn Customer Complaints =
into=20
Opportunities for Improvement<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<font=20
size=3D3>Participants =
will be=20
able to use customer feedback to identify areas for improvement, enhance=20
customer satisfaction, and strengthen relationships with =
customers.<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
lang=3DEN-US=20
style=3D'FONT-FAMILY: "Times New Roman",serif; mso-ansi-language: =
EN-US'>&nbsp;<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<font=20
size=3D3>METHODOLOGY<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D"FONT-FAMILY: Symbol; mso-fareast-font-family: Symbol; =
mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.0pt"><span=20
style=3D"mso-list: Ignore">=B7<span=20
style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Quizzes.<span=20
lang=3DEN-US=20
style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black; =
mso-ansi-language: EN-US'>=20
For long, complicated training, stop periodically to administer brief =
quizzes on=20
information presented to that point. Begin sessions with a prequiz and =
let=20
participants know there will also be a follow-up quiz. Trainees will stay=20
engaged in order to improve their prequiz scores on the final quiz. =
Further this=20
will motivate participants by offering awards to the highest scorers or =
the most=20
improved scores.<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
lang=3DEN-US=20
style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black; =
mso-ansi-language: EN-US'>&nbsp;<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D"FONT-FAMILY: Symbol; mso-fareast-font-family: Symbol; =
mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.0pt"><span=20
style=3D"mso-list: Ignore">=B7<span=20
style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Small=20
group discussions. Break=20
the participants down into small groups and give them case studies or =
work=20
situations to discuss or solve. This is a good way for knowledgeable =
veteran=20
employees to pass on their experience to newer employees.<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
lang=3DEN-US=20
style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black; =
mso-ansi-language: EN-US'>&nbsp;<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D"FONT-FAMILY: Symbol; mso-fareast-font-family: Symbol; =
mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.0pt"><span=20
style=3D"mso-list: Ignore">=B7<span=20
style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Case=20
studies. Adults=20
tend to bring a problem-oriented way of thinking to workplace training. =
Case=20
studies are an excellent way to capitalize on this type of adult learning. =
By=20
analyzing real job-related situations, employees can learn how to handle =
similar=20
situations. They can also see how various elements of a job work together =
to=20
create problems as well as solutions.<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
lang=3DEN-US=20
style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black; =
mso-ansi-language: EN-US'>&nbsp;<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D"FONT-FAMILY: Symbol; mso-fareast-font-family: Symbol; =
mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.0pt"><span=20
style=3D"mso-list: Ignore">=B7<span=20
style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Active=20
summaries. Create=20
small groups and have them choose a leader. Ask them to summarize the =
lecture=92s=20
major points and have each team leader present the summaries to the class. =
Read=20
aloud a prewritten summary and compare this with participants=92=20
impressions.<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
lang=3DEN-US=20
style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black; =
mso-ansi-language: EN-US'>&nbsp;<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D"FONT-FAMILY: Symbol; mso-fareast-font-family: Symbol; =
mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.0pt"><span=20
style=3D"mso-list: Ignore">=B7<span=20
style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Q=20
&amp; A sessions. Informal=20
question-and-answer sessions are most effective with small groups and for=20
updating skills rather than teaching new skills. For example, some changes =
in=20
departmental procedure might easily be handled by a short explanation by =
the=20
supervisor, followed by a question-and-answer period and a discussion=20
period.<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
lang=3DEN-US=20
style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black; =
mso-ansi-language: EN-US'>&nbsp;<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D"FONT-FAMILY: Symbol; mso-fareast-font-family: Symbol; =
mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.0pt"><span=20
style=3D"mso-list: Ignore">=B7<span=20
style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Question=20
cards. During=20
the lecture, ask participants to write questions on the subject matter. =
Collect=20
them and conduct a quiz/review session.<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
lang=3DEN-US=20
style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black; =
mso-ansi-language: EN-US'>&nbsp;<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D"FONT-FAMILY: Symbol; mso-fareast-font-family: Symbol; =
mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.0pt"><span=20
style=3D"mso-list: Ignore">=B7<span=20
style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Role-playing.=20
By=20
assuming roles and acting out situations that might occur in the =
workplace,=20
employees learn how to handle various situations before they face them on =
the=20
job. Role-playing is an excellent training technique for many =
interpersonal=20
skills, such as customer service, interviewing, and =
supervising.<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
lang=3DEN-US=20
style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black; =
mso-ansi-language: EN-US'>&nbsp;<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D"FONT-FAMILY: Symbol; mso-fareast-font-family: Symbol; =
mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.0pt"><span=20
style=3D"mso-list: Ignore">=B7<span=20
style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Participant=20
control. Create=20
a subject menu of what will be covered. Ask participants to review it and =
pick=20
items they want to know more about. Call on a participant to identify his =
or her=20
choice. Cover that topic and move on to the next participant.<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
lang=3DEN-US=20
style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black; =
mso-ansi-language: EN-US'>&nbsp;<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D"FONT-FAMILY: Symbol; mso-fareast-font-family: Symbol; =
mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.0pt"><span=20
style=3D"mso-list: Ignore">=B7<span=20
style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Demonstrations.&nbsp;=20
Demonstrate=20
the steps being taught or the processes being adopted.<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
lang=3DEN-US=20
style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black; =
mso-ansi-language: EN-US'>&nbsp;<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D"FONT-FAMILY: Symbol; mso-fareast-font-family: Symbol; =
mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.0pt"><span=20
style=3D"mso-list: Ignore">=B7<span=20
style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Other=20
activities.<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Courier New"; =
mso-fareast-font-family: "Courier New"'><span=20
style=3D"mso-list: Ignore">o&nbsp;&nbsp;=20
Create=20
a personal action plan<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Courier New"; =
mso-fareast-font-family: "Courier New"'><span=20
style=3D"mso-list: Ignore">o&nbsp;&nbsp;=20
Paraphrase=20
important or complex points in the lecture<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
&nbsp;<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<font=20
size=3D3>DURATION<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
lang=3DEN-US=20
style=3D'FONT-FAMILY: "Times New Roman",serif; mso-ansi-language: EN-US'>2 =
Days=20
(9.00am =96 5.00pm)<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
&nbsp;<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
OUTLINE=20
OF WORKSHOP&nbsp;<o:p></o:p>
<o:p>&nbsp;</o:p>
<div align=3Dcenter>
<table class=3DMsoNormalTable=20
style=3D"BORDER-COLLAPSE: collapse; mso-yfti-tbllook: 1184; =
mso-padding-alt: 0cm 0cm 0cm 0cm"=20
cellSpacing=3D0 cellPadding=3D0 border=3D0>
 =20
 <tr style=3D"mso-yfti-irow: 0; mso-yfti-firstrow: yes; mso-yfti-lastrow: =
yes">
 <td=20
 style=3D"BORDER-TOP: windowtext 1pt solid; BORDER-RIGHT: windowtext =
1pt solid; WIDTH: 538.35pt; BORDER-BOTTOM: windowtext 1pt solid; =
PADDING-BOTTOM: 0cm; PADDING-TOP: 0cm; PADDING-LEFT: 5.4pt; BORDER-LEFT: =
windowtext 1pt solid; PADDING-RIGHT: 5.4pt; BACKGROUND-COLOR: =
transparent"=20
 vAlign=3Dtop width=3D718>
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: red'>Day 1: =
9.00am=20
 -=20
 5<span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: =
red'>.00pm<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: =
black'>&nbsp;<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black'>Module =
1:=20
 Understanding the Difficult Customer<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
 <span=20
 style=3D"FONT-FAMILY: Symbol; mso-fareast-font-family: Symbol; =
mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.0pt"><span=20
 style=3D"mso-list: Ignore">=B7<span=20
 style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: =
black'>Identifying=20
 different types of difficult customers (angry, passive, demanding,=20
 etc.)<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
 <span=20
 style=3D"FONT-FAMILY: Symbol; mso-fareast-font-family: Symbol; =
mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.0pt"><span=20
 style=3D"mso-list: Ignore">=B7<span=20
 style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black'>Common =
triggers=20
 that cause customer dissatisfaction<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
 <span=20
 style=3D"FONT-FAMILY: Symbol; mso-fareast-font-family: Symbol; =
mso-bidi-font-family: Symbol; mso-bidi-font-size: 10.0pt"><span=20
 style=3D"mso-list: Ignore">=B7<span=20
 style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black'>The =
importance=20
 of emotional intelligence in customer interactions<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: =
black'>&nbsp;<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black'>Module =
2:=20
 Effective Communication Techniques<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
 <span=20
 style=3D"FONT-FAMILY: Symbol; COLOR: black; mso-fareast-font-family: =
Symbol; mso-bidi-font-family: Symbol"><span=20
 style=3D"mso-list: Ignore">=B7<span=20
 style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black'>Active=20
 listening skills: How to truly hear the =
customer<o:p></o:p>
 <span=20
 style=3D"FONT-FAMILY: Symbol; COLOR: black; mso-fareast-font-family: =
Symbol; mso-bidi-font-family: Symbol"><span=20
 style=3D"mso-list: Ignore">=B7<span=20
 style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black'>Tone of =
voice=20
 and language: Using positive and neutral =
phrases<o:p></o:p>
 <span=20
 style=3D"FONT-FAMILY: Symbol; COLOR: black; mso-fareast-font-family: =
Symbol; mso-bidi-font-family: Symbol"><span=20
 style=3D"mso-list: Ignore">=B7<span=20
 style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: =
black'>Avoiding=20
 defensive or confrontational responses<o:p></o:p>
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: =
black'>&nbsp;<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black'>Module =
3:=20
 De-escalating Emotional Situations<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
 <span=20
 style=3D"FONT-FAMILY: Symbol; COLOR: black; mso-fareast-font-family: =
Symbol; mso-bidi-font-family: Symbol"><span=20
 style=3D"mso-list: Ignore">=B7<span=20
 style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: =
black'>Techniques to=20
 calm down an angry customer<o:p></o:p>
 <span=20
 style=3D"FONT-FAMILY: Symbol; COLOR: black; mso-fareast-font-family: =
Symbol; mso-bidi-font-family: Symbol"><span=20
 style=3D"mso-list: Ignore">=B7<span=20
 style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: =
black'>Building=20
 rapport to reduce tension<o:p></o:p>
 <span=20
 style=3D"FONT-FAMILY: Symbol; COLOR: black; mso-fareast-font-family: =
Symbol; mso-bidi-font-family: Symbol"><span=20
 style=3D"mso-list: Ignore">=B7<span=20
 style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: =
black'>Apologizing=20
 effectively without admitting fault (when=20
applicable)<o:p></o:p>
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: =
black'>&nbsp;<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black'>Module =
4:=20
 Complaint Management Process<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
 <span=20
 style=3D"FONT-FAMILY: Symbol; COLOR: black; mso-fareast-font-family: =
Symbol; mso-bidi-font-family: Symbol"><span=20
 style=3D"mso-list: Ignore">=B7<span=20
 style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: =
black'>Gathering=20
 information from customers efficiently<o:p></o:p>
 <span=20
 style=3D"FONT-FAMILY: Symbol; COLOR: black; mso-fareast-font-family: =
Symbol; mso-bidi-font-family: Symbol"><span=20
 style=3D"mso-list: Ignore">=B7<span=20
 style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black'>Asking =
the=20
 right probing questions to understand the issue<o:p></o:p>
 <span=20
 style=3D"FONT-FAMILY: Symbol; COLOR: black; mso-fareast-font-family: =
Symbol; mso-bidi-font-family: Symbol"><span=20
 style=3D"mso-list: Ignore">=B7<span=20
 style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: =
black'>Documenting=20
 complaints accurately for resolution tracking<o:p></o:p>
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: =
black'>&nbsp;<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black'>Module =
5:=20
 Resolving Complaints Over the Phone<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
 <span=20
 style=3D"FONT-FAMILY: Symbol; COLOR: black; mso-fareast-font-family: =
Symbol; mso-bidi-font-family: Symbol"><span=20
 style=3D"mso-list: Ignore">=B7<span=20
 style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: =
black'>Structuring a=20
 phone conversation for complaint resolution<o:p></o:p>
 <span=20
 style=3D"FONT-SIZE: 10pt; FONT-FAMILY: Symbol; COLOR: black; =
mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol"><span=20
 style=3D"mso-list: Ignore">-<span=20
 style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: =
black'>Greeting,=20
 listening, offering solutions, and closing<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New Roman",serif; =
COLOR: black'><o:p></o:p>
 <span=20
 style=3D"FONT-FAMILY: Symbol; COLOR: black; mso-fareast-font-family: =
Symbol; mso-bidi-font-family: Symbol"><span=20
 style=3D"mso-list: Ignore">=B7<span=20
 style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: =
black'>Handling verbal=20
 abuse or inappropriate language professionally<o:p></o:p>
 <span=20
 style=3D"FONT-FAMILY: Symbol; COLOR: black; mso-fareast-font-family: =
Symbol; mso-bidi-font-family: Symbol"><span=20
 style=3D"mso-list: Ignore">=B7<span=20
 style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: =
black'>Following up=20
 with customers to ensure satisfaction&nbsp;<o:p></o:p>
 &nbsp;<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New Roman",serif; =
LINE-HEIGHT: 115%'><o:p></o:p></td>
 <td=20
 style=3D"BORDER-TOP: windowtext 1pt solid; BORDER-RIGHT: windowtext =
1pt solid; WIDTH: 565.05pt; BORDER-BOTTOM: windowtext 1pt solid; =
PADDING-BOTTOM: 0cm; PADDING-TOP: 0cm; PADDING-LEFT: 5.4pt; BORDER-LEFT: =
#f0f0f0; PADDING-RIGHT: 5.4pt; BACKGROUND-COLOR: transparent"=20
 vAlign=3Dtop width=3D753>
 Day=20
 2: 9.00am - 5.00pm<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
 &nbsp;<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif'>Module 1: Advanced =
Conflict=20
 Resolution Skills<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
 <span=20
 style=3D"FONT-FAMILY: Symbol; COLOR: black; mso-fareast-font-family: =
Symbol; mso-bidi-font-family: Symbol"><span=20
 style=3D"mso-list: Ignore">=B7<span=20
 style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: =
black'>Identifying the=20
 root cause of recurring complaints<o:p></o:p>
 <span=20
 style=3D"FONT-FAMILY: Symbol; COLOR: black; mso-fareast-font-family: =
Symbol; mso-bidi-font-family: Symbol"><span=20
 style=3D"mso-list: Ignore">=B7<span=20
 style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: =
black'>Problem-solving=20
 techniques for resolving complex issues<o:p></o:p>
 <span=20
 style=3D"FONT-FAMILY: Symbol; COLOR: black; mso-fareast-font-family: =
Symbol; mso-bidi-font-family: Symbol"><span=20
 style=3D"mso-list: Ignore">=B7<span=20
 style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black'>How to =
offer=20
 alternatives without frustrating the customer<o:p></o:p>
 <span=20
 style=3D'FONT-FAMILY: "Times New =
Roman",serif'>&nbsp;<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif'>Module 2: Managing =
Difficult=20
 Situations in Person<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
 <span=20
 style=3D"FONT-FAMILY: Symbol; COLOR: black; mso-fareast-font-family: =
Symbol; mso-bidi-font-family: Symbol"><span=20
 style=3D"mso-list: Ignore">=B7<span=20
 style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: =
black'>Reading=20
 non-verbal cues during face-to-face =
interactions<o:p></o:p>
 <span=20
 style=3D"FONT-FAMILY: Symbol; COLOR: black; mso-fareast-font-family: =
Symbol; mso-bidi-font-family: Symbol"><span=20
 style=3D"mso-list: Ignore">=B7<span=20
 style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black'>Using =
empathy=20
 and acknowledgment to ease complaints<o:p></o:p>
 <span=20
 style=3D"FONT-FAMILY: Symbol; COLOR: black; mso-fareast-font-family: =
Symbol; mso-bidi-font-family: Symbol"><span=20
 style=3D"mso-list: Ignore">=B7<span=20
 style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: =
black'>Handling public=20
 complaints or group situations diplomatically<o:p></o:p>
 <span=20
 style=3D'FONT-FAMILY: "Times New =
Roman",serif'>&nbsp;<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif'>Module 3: Building =
Resilience=20
 in Challenging Scenarios<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
 <span=20
 style=3D"FONT-FAMILY: Symbol; COLOR: black; mso-fareast-font-family: =
Symbol; mso-bidi-font-family: Symbol"><span=20
 style=3D"mso-list: Ignore">=B7<span=20
 style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black'>Stress=20
 management for customer-facing roles<o:p></o:p>
 <span=20
 style=3D"FONT-FAMILY: Symbol; COLOR: black; mso-fareast-font-family: =
Symbol; mso-bidi-font-family: Symbol"><span=20
 style=3D"mso-list: Ignore">=B7<span=20
 style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: =
black'>Turning=20
 negative interactions into learning =
opportunities<o:p></o:p>
 <span=20
 style=3D"FONT-FAMILY: Symbol; COLOR: black; mso-fareast-font-family: =
Symbol; mso-bidi-font-family: Symbol"><span=20
 style=3D"mso-list: Ignore">=B7<span=20
 style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: =
black'>Recognizing=20
 when to involve a supervisor or escalate the =
issue<o:p></o:p>
 <span=20
 style=3D'FONT-FAMILY: "Times New =
Roman",serif'>&nbsp;<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif'>Module 4: Turning =
Complaints=20
 into Opportunities<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
 <span=20
 style=3D"FONT-FAMILY: Symbol; COLOR: black; mso-fareast-font-family: =
Symbol; mso-bidi-font-family: Symbol"><span=20
 style=3D"mso-list: Ignore">=B7<span=20
 style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black'>Using =
feedback=20
 from complaints to improve products/services<o:p></o:p>
 <span=20
 style=3D"FONT-FAMILY: Symbol; COLOR: black; mso-fareast-font-family: =
Symbol; mso-bidi-font-family: Symbol"><span=20
 style=3D"mso-list: Ignore">=B7<span=20
 style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: =
black'>Training=20
 customers to use products/services effectively<o:p></o:p>
 <span=20
 style=3D"FONT-FAMILY: Symbol; COLOR: black; mso-fareast-font-family: =
Symbol; mso-bidi-font-family: Symbol"><span=20
 style=3D"mso-list: Ignore">=B7<span=20
 style=3D'FONT: 7pt "Times New =
Roman"'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
 <span=20
 style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: =
black'>Creating=20
 positive customer experiences post-resolution<o:p></o:p>
 <span=20
 style=3D'FONT-FAMILY: "Times New =
Roman",serif'>&nbsp;<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p></td></tr></table></div>
&nbsp;<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
**=20
Certificate of attendance will be awarded for those who completed the=20
course<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<font=20
size=3D3>&nbsp;<span=20
style=3D'FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<font=20
size=3D3>ABOUT=20
THE FACILITATOR <o:p></o:p>
<o:p><font=20
size=3D3 face=3DArial>&nbsp;</o:p>
<span=20
style=3D'FONT-SIZE: 14pt; FONT-FAMILY: "Times New Roman",serif; COLOR: =
black'>DR.=20
ANGELINE<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<font=20
size=3D3>PHD=20
in Behavioural Economics | NUS <span=20
style=3D'FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<font=20
size=3D3><span=20
style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black'>Bachelor of =
Software=20
Engineering (Hons), University of Staffordshire<span=20
style=3D'FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<font=20
size=3D3><span=20
style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black'>Certified =
Ethical=20
Hacker (CEH)<span=20
style=3D'FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<font=20
size=3D3><span=20
style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black'>Computer =
Hacking=20
Forensic Investigator (CHFI)<span=20
style=3D'FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<font=20
size=3D3>HRD=20
Corp certified <span=20
style=3D'FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: =
black'>&nbsp;<span=20
style=3D'FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black'>Dr. Angeline =
is a=20
highly respected international speaker, entrepreneur, and sales leader=20
specializing in the complex business-to-business (B2B) sale sharing her =
fresh=20
sales strategies, she helps salespeople to speed up new customer =
acquisition and=20
win bigger contracts. Her clients include numerous GLC and MNC firms. She =
is=20
also a founder and managing partner of four businesses in multiple =
industries.=20
<span=20
style=3D'FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: =
black'>&nbsp;<span=20
style=3D'FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black'>Throughout =
her=20
career, Angeline has helped people in a wide variety of industries and =
markets=20
think through and overcome their biggest business challenges. Her =
greatest=20
strength is in getting others to build consensus around what must change, =
and=20
identify the resources within themselves that will drive positive results=20
through sales strategies, Angeline is a trust builder who focuses on =
leading=20
transformational conversations, those that create and sustain =
relationships of=20
value. She is a natural mentor who brings the business acumen, =
situational=20
knowledge, and experience to each engagement, and lays a solid foundation =
for=20
future growth.&nbsp;<span=20
style=3D'FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: =
black'>&nbsp;<span=20
style=3D'FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<font=20
size=3D3><span=20
style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black'>Thought=20
Leader<span=20
style=3D'FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black'>As a=20
business-to-business sales expert, Angeline=92s ideas and insights are =
ubiquitous=20
in multiple forums, conferences, training and consultancy both on and=20
offline.<span=20
style=3D'FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<font=20
size=3D3><span=20
style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black'>Widely=20
read.&nbsp;<span=20
style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black'>Angeline=92s=20
newsletters are read by 100,000+ sellers worldwide. <span=20
style=3D'FONT-FAMILY: "Times New Roman",serif'>&nbsp; <span=20
style=3D'FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
(SBL=20
Khas / HRD Corp Claimable Course)<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New Roman",serif; =
LINE-HEIGHT: 115%'><o:p></o:p>
<div align=3Dcenter>
<table class=3DMsoNormalTable=20
style=3D"WIDTH: 521pt; BORDER-COLLAPSE: collapse; mso-yfti-tbllook: 1184; =
mso-padding-alt: 0cm 0cm 0cm 0cm"=20
cellSpacing=3D0 cellPadding=3D0 width=3D695 border=3D0>
 =20
 <tr style=3D"HEIGHT: 17.1pt; mso-yfti-irow: 0; mso-yfti-firstrow: yes">
 <td=20
 style=3D"BORDER-TOP: #a6a6a6 1pt solid; HEIGHT: 17.1pt; BORDER-RIGHT: =
#a6a6a6 1pt solid; WIDTH: 521pt; BACKGROUND: #ceddea; BORDER-BOTTOM: =
#a6a6a6 1pt solid; PADDING-BOTTOM: 2.9pt; PADDING-TOP: 2.9pt; =
PADDING-LEFT: 2.9pt; BORDER-LEFT: #a6a6a6 1pt solid; PADDING-RIGHT: =
2.9pt"=20
 width=3D695 colSpan=3D2>
 TRAINING=20
 FEE<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New Roman",serif; =
LINE-HEIGHT: 115%'><o:p></o:p></td></tr>
 <tr style=3D"HEIGHT: 38.75pt; mso-yfti-irow: 1">
 <td=20
 style=3D"BORDER-TOP: #f0f0f0; HEIGHT: 38.75pt; BORDER-RIGHT: #bebebe =
1pt solid; WIDTH: 237.15pt; BORDER-BOTTOM: #a6a6a6 1pt solid; =
PADDING-BOTTOM: 2.9pt; PADDING-TOP: 2.9pt; PADDING-LEFT: 2.9pt; =
BORDER-LEFT: #a6a6a6 1pt solid; PADDING-RIGHT: 2.9pt; BACKGROUND-COLOR: =
transparent"=20
 width=3D316>
 14=20
 hours Remote Online Training (Via=20
 Zoom)<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New Roman",serif; =
LINE-HEIGHT: 115%'><o:p></o:p>
 RM=20
 1,296.00/pax&nbsp;&nbsp;&nbsp;&nbsp; (excluded 8% =
SST)<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New Roman",serif; =
LINE-HEIGHT: 115%'><o:p></o:p></td>
 <td=20
 style=3D"BORDER-TOP: #f0f0f0; HEIGHT: 38.75pt; BORDER-RIGHT: #a6a6a6 =
1pt solid; WIDTH: 283.85pt; BORDER-BOTTOM: #a6a6a6 1pt solid; =
PADDING-BOTTOM: 2.9pt; PADDING-TOP: 2.9pt; PADDING-LEFT: 2.9pt; =
BORDER-LEFT: #f0f0f0; PADDING-RIGHT: 2.9pt; BACKGROUND-COLOR: =
transparent"=20
 width=3D378>
 2=20
 days Face-to-Face Training (Physical =
Training=20
 at Hotel)<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New Roman",serif; =
LINE-HEIGHT: 115%'><o:p></o:p>
 RM=20
 2,250.00/pax&nbsp;&nbsp;&nbsp;&nbsp; (excluded 8% =
SST)<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New Roman",serif; =
LINE-HEIGHT: 115%'><o:p></o:p></td></tr>
 <tr style=3D"HEIGHT: 30.55pt; mso-yfti-irow: 2; mso-yfti-lastrow: yes">
 <td=20
 style=3D"BORDER-TOP: #f0f0f0; HEIGHT: 30.55pt; BORDER-RIGHT: #a6a6a6 =
1pt solid; WIDTH: 521pt; BORDER-BOTTOM: #a6a6a6 1pt solid; PADDING-BOTTOM: =
2.9pt; PADDING-TOP: 2.9pt; PADDING-LEFT: 2.9pt; BORDER-LEFT: #a6a6a6 1pt =
solid; PADDING-RIGHT: 2.9pt; BACKGROUND-COLOR: transparent"=20
 width=3D695 colSpan=3D2>
 Group=20
 Registration: Register=20
 3 participants from the same organization, the 4th participant is =
FREE.=20
 (Buy 3 Get 1 Free) if Register=20
 before=20
 10 Sept 2026.=20
 Please act fast to grab your favourite training =
program!<span=20
 style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New Roman",serif; =
LINE-HEIGHT: 110%'><o:p></o:p></td></tr></table></div>
<span=20
lang=3DEN-US=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New Roman",serif; =
mso-ansi-language: EN-US'>&nbsp;<a=20
name=3D_Hlk61620322></a><a name=3D_Hlk129099582></a><span=20
style=3D"mso-bookmark: _Hlk61620322"><o:p></o:p>
<font=20
size=3D3><span=20
style=3D'FONT-FAMILY: "Times New Roman",serif; BACKGROUND: aqua; COLOR: =
black'>PLEASE=20
FEEL FREE TO CONTACT ME IF YOU ARE LOOKING FOR THE FULL BROCHURE=20
FILE<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p>&nbsp;</o:p>
<font=20
size=3D3>We hope=20
you find it informative and interesting and we look forward to seeing you=20
soon.<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<font=20
size=3D3>Please=20
act fast to grab your favorite training program! Please call =
012-588=20
2263<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<font=20
size=3D3>or email=20
to <span=20
style=3D"COLOR: =
blue"><a>james-otc@outlook.com</a><span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
&nbsp;<span=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New =
Roman",serif'><o:p></o:p>
<font=20
size=3D3>Do=20
forward this email to all your friends and colleagues who might be =
interested to=20
attend these programs<o:p></o:p>
<span=20
style=3D'FONT-FAMILY: "Times New Roman",serif'><o:p><font=20
size=3D3>&nbsp;</o:p>
<font=20
size=3D3>&nbsp;<span=20
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mso-ansi-language: EN-US'>If=20
you would like to unsubscribe from our email list at any time, please =
simply=20
reply to the e-mail and type Unsubscribe=20
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<font=20
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the subject area. We will remove your name from the list and you will not=20
receive any additional e-mail.<span=20
style=3D"BACKGROUND: white; COLOR: #c00000"> <span=20
style=3D'FONT-FAMILY: "Times New Roman",serif; BACKGROUND: white; COLOR: =
#c00000'><o:p></o:p>
<span=20
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#c00000'><font=20
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emails, kindly=20
check with your IT technician whether another email address=20
<o:p></o:p>
<font=20
size=3D3><span=20
style=3D'FONT-FAMILY: "Times New Roman",serif; BACKGROUND: white; COLOR: =
#c00000'>is=20
linked to yours.We apologize for any inconvenience caused and appreciate =
your=20
understanding.<o:p></o:p>
<span=20
lang=3DEN-US=20
style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: red; =
mso-ansi-language: EN-US'><font=20
size=3D3>&nbsp;=20
<o:p></o:p>
<font=20
face=3DArial>Thanks<o:p></o:p>
<o:p>&nbsp;</o:p>
<font=20
face=3DArial>Regards<o:p></o:p>
<font=20
face=3DArial>James<o:p></o:p>
<span=20
lang=3DEN-US style=3D"COLOR: black; mso-ansi-language: EN-US">OTC Training =
Centre=20
Sdn Bhd Mobile No. :=20
012-5882263<o:p></o:p>
Email=20
address: <a>james-otc@outlook.com</a><font=20
face=3DArial> =
<span=20
style=3D'FONT-FAMILY: "Times New Roman",serif; COLOR: black; =
mso-ligatures: standardcontextual'><o:p></o:p>
<span=20
lang=3DEN-US=20
style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Times New Roman",serif; =
mso-ansi-language: EN-US'>&nbsp;<span=20
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