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The C.U.T.E. Principle Of Problem Solving & Decision Making

Original price was: RM2,600.00.Current price is: RM1,200.00.

Introduction

This training programme will present the concepts for improving your emotional intelligence plus providing you with the systematically structured methodology towards effective problem solving and decision making. These concepts are easy to understand and all require considerable practice and skills to use them with success.

Objective and Benefits

Upon completion of this programme, the participants will be able to:

  • Control emotions and reactions when handling a problem
  • Understand the problem from different perspectives
  • Think of possible alternatives to make the best decision
  • Evaluate your decision towards the right action

Who Should Attend

This course is catered to Supervisors, Executives and Managers who need to enhance their problem solving and decision making skills.

Methodology

This is a highly interactive training programme, whereby participants are to gain the learning points through experiential activities.

Module

  • CONTROL EMOTION AND REACTION WHEN HANDING A PROBLEM
    • Understand WHY problems happen at the workplace?
      • Comprehend the nature of workplace problem and workplace conflict – Is Disagreement Normal?
        • Is Disagreement Normal?
        • Differentiate ‘GOOD’ and ‘BAD’ problems
      • Can too little or too much conflict affect workplace performance?
      • The SEVEN (7) causes of workplace conflict
    • The fundamentals of emotional intelligence in handling problem
      • Determine your workplace problem management style
      • The THREE (3) scenarios in workplace problem management
        • Lose-Lose
        • Win-Lose
        • Win-Win
    • The FOUR (4) R’s of effective conflict handling during problem solving
      • Receive the party-concerned without pre-judgment
      • Rapport building with the party-concerned to enable active listening process
      • Reframe the conflict towards possible ‘win-win’ situation
      • Reinforce necessary action(s)
  • UNDERSTAND WORKPLACE PROBLEM FROM DIFFERENT PERSPECTIVES
    • Understand and appraise a Problem
      • Determine pertinent concern(s)
      • Establish priority concern(s)
    • Describe the problem
      • Determine and evaluate possible causes
    • Confirm root cause through the 4W-Formula
    • Put up your Blue & White Thinking Hats of problem handling
      • Blue Hat – Focus on an issue at a time
      • White Hat – Accumulate the necessary information on the focused issue
  • THINK OF BEST POSSIBLE ‘WIN-WIN’ SOLUTIONS TO MAKE THE BEST DECISION
    • Clarify solution purpose
    • Put up your Green, Yellow, Black & Red Thinking Hats of effective problem handling
      • Green Hat – Establish possible alternatives/ solutions
      • Yellow Hat – Determine advantages of possible alternatives/ solutions to all parties-concerned
      • Black Hat – Determine possible disadvantages of possible alternatives/ solutions to all parties-concerned
      • Red Hat – Determine feelings and emotion in decision making
  • EVALUATE YOUR DECISION TOWARDS THE RIGHT ACTION
    • Produce and enhance action plans
    • Rectify potential problems
    • Establish preventive actions
    • Determine contingent actions

Fee: RM 1200 per pax

Loyalty Points: 1200 Points

Duration: 2 Days

Note: In-house course is available. Request it HERE

Trainer

Paul Ravindran Gopalan

Biodata:
Paul R Gopalan graduated with Bachelor of Marketing and E-Commerce from University of Curtin, Australia. He attained a Diploma from the American Hotel Management Association in Hotel Catering and Management. He is a Certified Trainer under the Pembangunan Sumber Manusia Berhad (Ministry of Human Resource, Malaysia).

He brings along over 18 years of experience in the service industry, ranging from a chain of quick-serve restaurants, hotels, airline industry and also sales management. He began his foray into the service industry within the fast food industry. Starting as a crew member with McDonald’s, he speedily rose to the level of Crew Leader and it was here where On-Job-Training for new recruits and cross-training were amongst many of the jobs undertaken by him. Within 6 months, he was promoted to Floor Manager, and at this level, training of new recruits in Frontline Service Culture, Managing Difficult Situations Professionally and Supervisory Competencies were a daily affair to Paul. Amongst many skills acquired during his time here, he was exposed to the McDonald’s way of training, which was not only meticulously structured but also left an impact on him on the importance of properly guided training.

In 1996, Paul relocated to Hong Kong where he was attached to Cathay Pacific Airways. As a professional crew member, he honed his customer service skills with people from all walks of life and nationalities. This also exposed him to many different situations and this made him sensitive to culture differences and how best to handle them. With over 10000 hours in his flying career, many situations have come by his way, which only adds to his repertoire of experiences. During his career with Cathay Pacific he collected more than 70 compliment forms from passengers, showing his passion towards customer service excellence.

Download

Download the course contents and registration form HERE:

Venue

Date

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