(Enrollment will close tomorrow, 21 July 2023) New in-house training courses: “Techniques for Complaint Management and Handling” and “Techniques for Large-scale Event Management and Promotion”

(明天2023年7月21日截止報名) 新一期內部培訓課程：「投訴管理及處理技巧」及「大型活動籌劃管理技巧及宣傳推廣課程」

 2023-07-19     ADMO-HRS     Bulletin / 公告    (Expired/已過期)

Dear Colleagues,
各位同事：

Kindly note that the enrollment for the following in-house training courses will close tomorrow (21 July 2023).
提提您，以下內部培訓課程將於明天 (2023年7月21日) 截止報名。

Course Title:
課程名稱:

Techniques for Complaint Management and Handling
投訴管理及處理技巧
Course Outline:
課程大綱:
  • Positive attitude in handling complaints
    • Advance with the times: the impact of AI on frontline services
    • Turning crisis into opportunity: take complaints as a chance for improvement
    • Put oneself into others’ shoes: effective communication and appropriate solution
  • Standard and techniques for complaint handling
    • Common mistakes for complaint handling
    • Self-equipment for frontline staff
       – approachability and affinity
       – effective communication skills
       – problem solving skills
       – emotional and attitude management
       – steps for complaint handling
  • Emotional control for frontline staff
  • 處理投訴的正面態度
    • 與時並進: 人工智能對前線服務帶來的影響
    • 轉危為機: 以投訴為改善服務的契機
    • 換位思考: 有效溝通，對症下藥
  • 處理投訴的要則與技巧
    • 處理投訴常見誤區
    • 前線人員的自我裝備
       – 平易近人的親和力
       – 有效溝通的表達能力
       – 解決問題的專業能力
       – 掌握情緒及態度的能力
       – 處理投訴的步驟
  • 前線人員的情緒掌控
Trainer:
導師:

Ms. Flora CHEUNG from Macau Productivity and Technology Transfer Center (CPTTM)
澳門生產力暨科技轉移中心 張佩華小姐

Ms. CHEUNG has been a trainer of UM in-house training courses in recent years. She has been working in the field of guest relations and event management for years, and has accumulated years of teaching and managerial experience in several government departments of Macao and Hong Kong.

張佩華小姐於近年都有擔任澳門大學內部培訓課程之導師。多年來，她一直從事客戶服務及活動籌劃之相關工作，並在港澳政府部門的工作中積累了豐富的培訓和管理經驗。
Targets:
對象:

Senior Administrative Assistants and Administrative Assistants (or equivalent ranks)
高級行政助理和行政助理（或同等職級）
Dates and Time:
日期及時間: 

07, 09, 14, 16 & 21/08/ 2023
(Mondays & Wednesdays 星期一、三)
18:30 – 21:30
Duration:
總時數:

15 hours (5 sessions in total)
15小時 （共五節）
Certification:
證書頒發:

Participants who achieve attendance of 4 sessions or above will be awarded a certificate of completion
出席率達四節或以上之學員將獲頒發修業證書
Language:
授課語言: 

Cantonese
廣東話
Venue:
上課地點:		 TBC
Enrollment Deadline:
報名截止日期:		 21/07/2023 (Friday 星期五)
Enrollment Form:
報名表:		 Click link here
按此連結
Course Title:
課程名稱:

Techniques for Large-scale Event Management and Promotion
大型活動籌劃管理技巧及宣傳推廣課程
Course Outline:
課程大綱:
  • Fundamentals of large-scale event planning and management skills
  • Planning process for large-scale events
  • Control management and budgeting for large-scale events
  • Internal communication – team formation and work allocation
  • External Cooperation – working with service contractor
  • Promotion and ticketing
  • Crisis management
  • Risk management
  • Post-event review
  • Group work
  • 大型活動籌劃管理技巧基礎
  • 大型活動的規劃流程
  • 大型活動控制管理及預算
  • 內部溝通 – 成立團隊與分工
  • 對外合作 – 服務承辦商
  • 推廣及票務
  • 危機處理
  • 風險管理
  • 活動後檢討
  • 小組習作

 
Trainer:
導師:

Ms. Flora CHEUNG from Macau Productivity and Technology Transfer Center (CPTTM)
澳門生產力暨科技轉移中心 張佩華小姐

Ms. CHEUNG has been a trainer of UM in-house training courses in recent years. She has been working in the field of guest relations and event management for years, and has accumulated years of teaching and managerial experience in several government departments of Macao and Hong Kong.

張佩華小姐於近年都有擔任澳門大學內部培訓課程之導師。多年來，她一直從事客戶服務及活動籌劃之相關工作，並在港澳政府部門的工作中積累了豐富的培訓和管理經驗。
Targets:
對象:

Administrative Staff
行政人員
Dates and Time:
日期及時間: 

10, 15, 17, 22 & 24/08/ 2023
(Tuesdays & Thursdays 星期二、四)
18:30 – 21:30
Duration:
總時數:

15 hours (5 sessions in total)
15小時 （共五節）
Certification:
證書頒發:

Participants who achieve attendance of 4 sessions or above will be awarded a certificate of completion
出席率達四節或以上之學員將獲頒發修業證書
Language:
授課語言: 

Cantonese
廣東話
Venue:
上課地點:		 TBC
Enrollment Deadline:
報名截止日期:		 21/07/2023 (Friday 星期五)
Enrollment Form:
報名表:		 Click link here
按此連結

 

Please note:
注意事項：

  1. Please fill in all the information requested in the enrollment form, or else that form will be voided.
    請填妥報名表上一切資料，否則該表作廢。
  2. In case there are more than one applicant from the same unit, kindly be reminded to indicate the priority of each applicant. It is suggested to gather all the forms and submit to the respective head for filling in the priority.
    當同一部門有超過一名員工報名時，務請分別指出各人的優先次序。部門可統一收集報名表後交給該部門主管填寫次序。

Kindly fill in and return the enclosed enrollment forms to Ms. Queenie LO, Ms. Yoyo LAU or Ms. Elizabeth CHAN of the Human Resources Section on or before the deadlines.
請填妥附件之報名表並於上述截止報名日期或之前將表格送回人力資源處羅小姐、劉小姐或陳小姐收。

Enquiries/查詢：ext. 8681/8591/8526, e-mail: HR_Training@um.edu.mo 

Human Resources Section
人力資源處