Managing yourself and others in difficult situations requires both understanding and skills. Would you know what to do if someone suddenly became extremely emotional at a meeting or a subordinate who had repeatedly been told what you expect continued to disregard your instruction or your boss appeared to be irritated with something you did but was not discussing the situation with you? When should you attempt to manage conflict? How should you begin such a dialogue.

Who should attend:
This workshop is designed for managers, persons in HRD, or those in any role where the skills of managing conflict or working effectively with difficult people are crucial.

YOUR FACILITATOR :

Mr. Ronnie Ng, Senior Partner of Training Design Consultants has over 15 years experience in designing and delivering management development and experiential learning-based programs. He works with clients to develop strategies for improved management development training, incorporating the organizational traditional practices into daily business activities; customizing training designs and strategic HRD planning. He has vast experience in facilitating change process and has helped more than 500 multinationals companies in the Asia Pacific Region.

This one-day workshop is specifically designed to provide participants with an understanding of Quality Awards and how they might use the criteria to improve customer satisfaction and business results. Participants will increase their understanding of the Quality Award Criteria similar to the Malcolm Baldrige National Award. They will walk through an analysis of the underlying rationale behind criteria. The day will include case studies, interactive sessions and hands on activities.

Who should attend:
Senior Line managers, Quality Directors, Training Managers, Organizational Developers, Operation Managers or those who are planning to apply for Quality Awards or achieving organizational excellence

YOUR FACILITATOR :

Sidney Yuen has worked, consulted and spoken on the topics of Quality, Customer Relationship Management, Leadership and Change Management for many years. He is the Chairman of the HBC Limited and Chief Executive Officer of TeleCare Limited; a CRM service provider.

Sidney was Director of Customer Service & Quality at American Express and Head of the Change Management Practice at Andersen Business Consulting, Greater China.
A sampling of Sidney's work includes:

• Led a number of benchmarking studies for over 30 companies in Hong Kong
• Led a team of highly experienced examiners to conduct HKMA Quality Award audit for over 30 Applicants
• Conducted a Quality Review for a major US Bank
• Trained over 1,000 executives in Hong Kong and Asia on the topics of Quality, Customer services, Benchmarking, Process Management and coaching etc.

Sidney introduced the Concept of Malcolm Baldrige Award to Hong Kong in 1991, He subsequently became the Founding Chairman of the HK Quality Award's Board of Examiners He was also instrumental in the creation of the HK Call Centre Award and the HK Best Practice Awards.

With the constant pressure on improving costs and increasing customer satisfaction, companies need to find ways to improve the skill sets of their greatest asset -- the employees. Best Practice Management strives to bring selected executives responsible for the coordination and design of training together to review the theory of Experiential Learning. Enabling organizations to design successful and innovative training programs for the needs of the new millennium

Who should attend:
A must to all Human Resources and Training Professionals.

OVERVIEW:
DET 2.0 is designed to recognize the different training techniques required for a new business paradigm. We will share successful cases of contemporary training design with you and show you the considerations involved in creating such designs.

Our experienced facilitator will show you how to come up with high-impact training objectives in experiential terms and design innovative in order to fulfill the needs of modern businesses.

YOUR FACILITATOR :

Mr. Ronnie Ng, Senior Partner of Training Design Consultants has over 15 years experience in designing and delivering management development and experiential learning-based programs. He works with clients to develop strategies for improved management development training, incorporating the organizational traditional practices into daily business activities; customizing training designs and strategic HRD planning. He has vast experience in facilitating change process and has helped more than 500 multinationals companies in the Asia Pacific Region.

With Asia's economic crisis and higher customer expectations, companies cannot afford to sit back and watch the drama unfold. To stay ahead of the game you need to embrace change and learn how to use it for success. Once you know how to deal with radical change, you can take it in your stride.

Who should attend:
•Managers involved in facilitating change
•Human Resources Professionals
•Training Managers/Quality Manager
•Internal Consultants

YOUR FACILITATOR :

Sidney has over 20 years of experience in the areas of customer service, human resources, marketing and consulting. He is a Director of HBC Limited, Senior Vice President of Systek Information Technology Limited and CEO of TeleCare . Prior to that, Sidney was director of business development at Arthur Andersen Business Consulting and Director of Quality and Customer Services at American Express. He had conducted numerous change management projects and was responsible of driving some internal change projects at his previous careers.

Sidney was instrumental to setting up the HKMA Quality Award, HBC Limited, HK Call Centre Association and the HK Management Consultancies Association.

• Best Practices in Corporate Community on Apr. 9, 2008
• Leading Through Organizational Change (LOC) One-day Program on Jun. 28, 2007
• Achieve Superior Performance through Vision and Values Alignment on Apr. 19, 2007
• LEARNING for Nurturing Excellence on Apr. 18, 2007
• Story Telling – An effective way to Learn and Coach others to Grow on Apr. 17, 2007
• Best Practices on Creating an Integrated Talent Development Strategy in Greater China on Mar. 29, 2007
• Practical Coaching Skills for Experienced Managers (Level II) on Mar. 15, 2007
• Practical Coaching Skills for Managers (Level I) on Mar. 14, 2007
• NEW Design Experiential Training Workshop on Feb. 07, 2007
• Achieving business results by applying benchmarking skills on Jan. 17, 2007
• INSPIRATIONAL LEADERSHIP on Dec. 13, 2006
• Best Practice Awards2006 on Nov. 7, 2006
• Achieve Superior Performance through Vision and Values Alignment on Sept. 29, 2006
• Practical Coaching Skills for Experienced Managers (Level II) on July 13, 2006
• Practical Coaching Skills for Managers (Level I) on July 11, 2006
• Sustaining Profitable Growth on May 09, 2006
• The Creative Edge for Media, Public Relations, Sales and Marketing Professionals on Mar 13, 2006
• Facilitation Skills Workshop on Feb 16, 2006
• The Creative Edge for Media, Public Relations, Sales and Marketing Professionals on Oct 18, 2005
• The Creative Edge for Media, Public Relations, Sales and Marketing Professionals on Aug 31, 2005
• Strategic Conflict Management Skills Workshop on July 17, 2005
• Best Practices in ‘New’ Accountabilities: Enterprise Governance and Corporate Social Responsibility on July 12, 2005
• Best Practices in Training and People Development Best practice practitioners' insights into Award-winning best practices on May 31, 2005.
• Coaching Skills for Experienced Managers on May 10, 2005
• Tools For Top Team Facilitation Workshop on February 25, 2005
• Strategic Conflict Management Skills Workshop on December 14, 2004
• TOOLS FOR TOP TEAM FACILITATION Workshop on November 22, 2004
• Best Practice Management's Annual Best Practice Awards on 4 November, 2004
• Internal Consulting Skills Workshop on October 19, 2004
• TEAM-DEVELOPMENT A practitioner’s workshop and source for in-house consultants on October 5, 2004
• Coaching Skills for Experienced Managers on September 21, 2004
• OUTSOURCING STRATEGY AND EXECUTION on September 10, 2004
• Corporate Story Telling on August 31, 2004
• Designing Customer Service Experiential Training Workshop on August 18, 2004
• 5 practices of motivational leadership and victory ship on August 18, 2004
• Designing Customer Service Experiential Training Workshop on July 21, 2004
• Strategic Conflict Management Skills Workshop on July 6, 2004
• Internal Consulting Skills Workshop on June 9, 2004
• Coaching for Managers Workshop Practical Coaching Skills on June 2, 2004
• Inspirational Leadership on June 1, 2004
• Succeeding Through Simplicity on May 5, 2004
• Best Practices on Leading to Customer Service Excellence on May 4, 2004
• Managing & Sustaining Change Workshop on April 28, 2004
• TEAM-DEVELOPMENT A practitioner’s workshop and source for in-house consultants on March 24, 2003
• Facilitation Skills Workshop on February 25, 2004
• Coaching for Non-Coaches Workshop Practical Coaching for Managers on February 18, 2004
• Achieving business results by implementing Quality Award Criteria on February 17, 2004
• Strategic Conflict Management Skills Workshop on January 13, 2004
• Best Practices on Leveraging Human Capital for Superior Performance on November 27, 2003
• Best Practices in Managing Projects on November 19, 2003
• TEAM-DEVELOPMENT A practitioner’s workshop and source for in-house consultants on November 18, 2003
• The Best Practice Awards 2004 November 4, 2003
• Succeeding Through Simplicity on October 24, 2003
• Best Practices in Successful Event and Sponsorship Management on October 9, 2003
• INSPIRATIONAL LEADERSHIP Learning from great leaders how to inspire and motivate on October 7, 2003
• Best Practices on maximizing your sales force effectiveness on Septmember 04, 2003
• Strategic Conflict Management Skills Workshop on August 26, 2003
• NEW Design Experiential Training Workshop on August 12, 2003
• Facilitation Skills Workshop on July 22, 2003
• Corporate Story Telling- From Structured Experience to Value Clarification on July 16, 2003
• Best Practices on Creating Winning Outsourcing Relationship with SLAs on June 24, 2003
• Achieving business results by implementing Quality Award Criteria on June 18, 2003
• Achieving Excellence in Services & Marketing on June 11, 2003
• Looking Beyond a Crisis on June 10, 2003
• Creating an Integrated Talent Development on Apr. 10, 2003
• Implementing Balanced Scorecard Workshop on Mar. 06, 2003
• Facilitation Skills Workshop on Feb. 25, 2003
• Sales Development Process Workshop on Feb. 20, 2003
• Internal Consulting Skills Workshop on Jan. 21, 2003
• NEW Design Experiential Training Workshop on Jan. 14, 2003
• The Best Practice Awards 2002 November 21, 2002
• Best Practices on Talent Development on October 22, 2002
• Best Practices in Turning Customer Complaint into Gold on September 12, 2002
• Best Practices in Managing The Outsourcing Contract on July 16, 2002
• Increasing Revenue Through Cross-Selling Workshop on July 11,2002
• Best Practices in Coaching Leaders Workshop on July 10, 2002
• Best Practices in Managing Projects on June 25, 2002
• Internal Consulting Skills Workshop on June 18, 2002
• Transforming Your Call Center into a Revenue Generator on June 04, 2002
• Achieving business results by applying benchmarking skills on May 28, 2002
• Identifying and Developing Talents on May 16, 2002
• Enhancing Value Through Technology on May 07, 2002
• Leadership Branding & Corporate Branding: How Essential? on April 25, 2002
• Managing & Sustaining Change Workshop on April 16, 2002 (Regular Workshop)
• Facilitation Skills Workshop on March 12, 2002 (Regular Workshop)
• Achieving Business Results by implementing quality awards critera March 7, 2002 (Regular Workshop)
• Coaching: Your Employees' Best Teachers on February 5, 2002
• Best Practice in Channel & Distribution management seminar on January 23, 2002
• Internal Consulting Skills Workshop (Regular Workshop)
• Design Experiential Training Workshop (Regular Workshop)
• Best Practice in Change Management November 21, 2001
• The Best Practice Awards 2001 November 15, 2001
• Best Practice in Supply Chain Management October 16, 2001
• Best Practice in Effective Branding Strategies September 25, 2001
• Best Practice in Developing Service Excellence September 12, 2001
• Women Leaders-Leaders of the New Economy Seminar June 5, 2001
• Best Practices on Merger & Acquisition May 23, 2001
• Best Practices on Fast Track Leadership Development April 26, 2001
• Best Practices on Implementing Customer Relationship Management March 27, 2001
• Managing the Outsourcing Process February 6, 2001
• Enhancing Business Performance by Developing Innovative People and Organization March 21,2001
• The 1^stBest Practice Awards November 30, 2000
• Retaining your best employees by designing innovative reward system October 31, 2000
• Increasing Productivity & Maximizing HR Effectiveness Through Hiring Practices September 5, 2000.
• Containing Costs, Improving Control & Achieving Economies of Scale through Shared Services May 16, 2000
• Worldwide Lessons In Leadership Series Conference (2000) - 460 executives from 200+ companies and organizations attended our one-day conference in Hong Kong featuring video presentations of world-class gurus such as Tom Peters, Stephen Covey, Ken Blanchard etc.
• Effective and Efficient Managing of Marketing Channels March 7, 2000
• Developing a mentoring program for your organization December 14, 1999
• Evaluating & Improving Employee Productivity within your organization November 16, 1999
• The Asia Outsourcing Summit (1999) - Successfully organized the first high-end conference on Outsourcing for corporate executives from the Asia Pacific region