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Management & Soft Skills

Management & Soft Skills

Keshtec Academy offers expert-led training in management and soft skills to help individuals excel in leadership, communication, and teamwork. Our courses are designed to develop essential interpersonal skills, emotional intelligence, and problem-solving abilities, enabling employees to manage teams effectively, drive change, and foster a positive workplace culture. With a focus on practical, real-world applications, our training empowers professionals to lead with confidence and enhance their overall performance in management roles.

Our Corporate Training Programs Include:

Crisis Management

The Five Stages of Crisis Management

Stage 1: Recognizing the Crisis.

Stage 2: Initial Response.

Stage 3: Managing the Situation.

Stage 4: Creating Flexibility in Pre-recovery.

Stage 5: Time to Recover

After Completing the Program Participants will understand:

  1. Need for Crisis Management
  2. Essential Features of Crisis Management
  3. Points to keep in mind during crisis
  4. What is a Crisis Management plan?
  5. Characteristics of Crisis Management Plan
  6. How to make a crisis management plan
  7. Types of Crisis
  8. Crisis Management Model
  9. Crisis Communication – Why Organizations need to Communicate Effectively

During Crisis

  1. Crisis Management Team – Roles & Responsibilities
  2. Ways to overcome Crisis Managing Stress during Crisis
  3. Role of Leaders/Managers in Crisis Management
  4. Role of Employees in Crisis Management

Module 1

Introduction to Creativity & Innovation

  • Identifying core thinking skills
  • Exploring challenges in collecting, evaluating and presenting information creatively
  • Describing the steps in Creativity & Innovation
  • Invention, innovation, and creativity
  • Pillars of creativity
  • Creativity versus madness and intelligence
  • Understanding the two hemispheres of the brain
  • Lateral thinking and its applications

Module 2

Creative Planning Phase

  • Defining the purpose of the creative analysis
  • Clarifying relevant issues and questions: why, who, options, benefits and risks
  • Identifying issues that are essential for a creative, innovative and complete understanding
  • Deciding on an approach for generating better ideas
  • Creativity as a Business Tool
  • Traits of creative thinkers
  • Barriers to innovation
  • Three enablers of creativity
  • Factors influencing individual creativity in an organization
  • Developing a culture of creativity, exploring the problem area, generating and evaluating ideas
  • Critical thinking skills versus creative thinking
  • Case Study

Module 3

Exploring the Idea Generation Process

  • Brainstorming and its types
  • Ten attitudes that kill creative ideas
  • Thinking hats for creative problem solving
  • Six thinking styles by Edward De Bono
  • 4 thinking styles

Module 4

Creative Thinking Strategies

  • Some “theories” of creativity
  • Creativity tools
  • SCAMPER
  • Synaptic
  • Picture associations and bio techniques
  • Mind mapping
  • TRIZ
  • The power of opposite thinking

Module 5

Barriers to Creative Problem-solving

  • Stages in problem-solving and decision-making
  • Anatomy of a problem
  • Steps for creative problem-solving
  • Barriers to decision-making
  • Creative problem-solving tips

 

Module 6

Mastering the Critical Thinking Skills

  • What is critical thinking
  • The methodology of critical thinking
  • Developing your mind to become a critical thinker

 

Module 7

The Effective Communication Skills

  • Characteristics of a good communicator
  • The communication breaks down
  • Developing your communication skills
  • The body language in communication.

Day 1:                                                                

  • Introduction and Expectation
  • Self-Discovery and assessing your leadership style

Lesson 1: The definition of Leadership: Influence

  • The 5 Levels of Leadership
    • Level 1 – Position
    • Level 2 – Permission
    • Level 3 – Production
    • Level 4 – People Development
    • Level 5 – Pinnacle
  • Activity and discussion

 

Lesson 2: The Key to Leadership: Priorities

  • Priority Principles
  • Activity and discussion
  • 5 Steps towards Priority – Proactive vs Reactive
  • Leadership cycle: daily, weekly, monthly, …
  • Leadership toolbox: the key leadership and management skills

 

Lesson 3: The Foundation of Leadership: Character

  • 3 Great reasons for good character
  • Activity and discussion
  • Video

Lesson 4: The Ultimate Test of Leadership: Creating Positive Change

  • 4 Change impact
  • Plan Ahead
  • E=Q X A
  • Activity and discussion
  • Problem Solver – Yesterday and Today’s Approach

Day 2:

Lesson 5: The Extra Plus in Leadership: Attitude

  • Mindset and motivation
  • Put on a New Pair of Shoes
  • Putting a Whatever-it-take attitude in action – 4 stages
  • Activity and discussion

 

Lesson 6: The Heart of Leadership: Serving People

  • Change of Heart – 4 Stages
  • Question to serve people better – 8 key questions
  • Activity and discussion

Lesson 7: The Indispensable Quality of Leadership: Vision

  • 3 vision – reflection
  • Personal ownership of vision
  • Developing the visionary within you
  • 4 stage – Look within you
  • Activity and discussion

Lesson 8: The Expansion of Leadership: Personal Growth

  • Self-discipline is developed—not given
  • Five ways to intentionally not act old
  • Growth mind-set is the seed of HOPE
  • Activity and discussion
  • Leadership Action Plan
  • Evaluation
  • What is Next?
  • Summary and conclusion

Day 1:                                                                        

Morning Session

  • Introduction and Expectation
  • ICE Breaking and Tuckman’s Model for TEAM formation

 

Module 1: Assess your risks and gaps

  • Defining crisis and its implications for organizations.
  • Phases of crisis management: Preparedness, Response, Recovery, and Mitigation.
  • Identifying potential crises and assessing organizational vulnerabilities.
  • Conducting risk assessments and scenario planning exercises
  • The Business Pandemic
  • Lesson Learnt – Review and Reflection
  • What is crisis?
  • Potential Risks
    • Identify by ranking
  • Activity: Assessment and Template

Module 2: Developing Contingency Plans

  • Components of a comprehensive contingency plan
  • Roles and responsibilities within a contingency planning team
    • Activity
  • Conducting a BIA to prioritize critical business functions
    • Exercise – BIA
  • Identifying dependencies and interdependencies
  • Designing response strategies for various crisis scenarios
  • By prepared: 365 by 52 by 12 by 24 and by 7
  • No room for complacency even for 1 minute
  • Creating communication plans and escalation procedures
  • Activity: Methodology

Afternoon Session

Module 3: Implementing Contingency Plans

  • Types of contingency plan exercises
  • Principles of effective crisis communication
    • Exercise: SOP
  • Assessing and strengthening supply chain resilience
  • Activity: Exercise on the Developing the Plan

 

Module 4: Continuous Improvement and Variation

  • Conducting post-mortems and lessons learned sessions
  • Using feedback to improve crisis management processes
  • Proactive approach to crisis management within the organization
  • Engaging employees in training and awareness programs
  • Activity: Listing
  • Anticipating and preparing for future crises
  • Reflection
  • Summary

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Day 1:

  • Introduction and Expectation
  • Self-Discovery and assessing your leadership style
 

Lesson 1: The definition of Leadership: Influence

  • The 5 Levels of Leadership
  • Activity and discussion
 

Lesson 2: The Key to Leadership: Priorities

  • Activity and discussion
 

Lesson 3: The Foundation of Leadership: Character

  • Activity and discussion
 

Lesson 4: The Ultimate Test of Leadership: Creating Positive Change

  • Activity and discussion
 

Day 2:

Lesson 5: The Extra Plus in Leadership: Attitude

  • Activity and discussion

Lesson 6: The Heart of Leadership: Serving People

  • Activity and discussion

Lesson 7: The Indispensable Quality of Leadership: Vision

  • Activity and discussion

Lesson 8: The Expansion of Leadership: Personal Growth

  • Activity and discussion
  • Leadership Action Plan
  • Evaluation
  • What is Next?
  • Summary and Conclusion

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Day One:

  • Introduction and expectation outline
  • Review supervisory competencies model
    • DACUM chart of Supervisory Model
  • Defining Supervisory Management
    • The Roles & Responsibilities of A Supervisor
    • The Difficulties Experienced by A Supervisor
    • The Key Competencies Needed by Supervisors
    • The PLOC Model of Management
  • Leadership
    • Definition Of Leadership & The Qualities Required to Lead People
    • Different Leadership Roles
    • Your Preferred Personal Leadership Style – An Assessment
    • Leadership Styles – Which Is Appropriate?
  • Planning & Goal Setting
    • Steps To Effective Planning
    • Guidelines For Setting SMART(ER) Objectives
  • Motivation
    • How People Are Motivated
    • The Role Of The Supervisor In Motivating Others
    • Guidelines On Motivating People
  • Time Management
    • Identifying Time Wasters
    • Being An Effective Time Manager
    • Choosing The Right Time To Do The Right Work
    • Using The ‘Prime Time’ Principle

Day Two:

  • Effective Delegation
    • The Advantages & Disadvantages Of Delegation
    • Reasons Why Supervisors May Not Delegate
    • When To Delegate
    • To Whom to Delegate
    • How to Delegate
    • Using Delegation to Develop Your Team
  • Communication
    • Why Do We Communicate?
    • Barriers To Communication
    • Communicating Effectively
    • Body Language – The Impact of Non-Verbal Communication
    • Being An Active Listener
    • Using Effective Questions – How to Ask Questions That Get the Answers You Really Need
  • Behavioral Styles
    • Understanding Different Behavioral Styles
    • Taking The Right Attitude
    • The Benefits of Being Assertive
    • Key Steps to Being Assertive
  • Reviewing Performance
    • Constructive Feedback
    • Feedback Principles
    • Performance Appraisals
  • Analysis tools for Managing Productivity
    • 3 Practical tools and techniques
    • JIDOKA techniques to improve productivity
    • Exercise – Application
  • Enhancing Your Supervisory Skills
    • Write a personalized Action Plan
    • Complete a performance plan to assist in professional growth and development
  • Taking It Forward
  • Evaluation

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Day 1

Module 1: Know Your Learning Style and Reason for Learning Mandarin

  • Icebreaker
  • Know your own learning style
  • Why you need to learn Mandarin and Chinese culture?
  • Brief Introduction to the evolution of Chinese language

Module 2: Laying the Right Foundation

  • How to use Pinyin input on your gadgets(laptop/smartphone)?
  • What is the wrong approach to learn Chinese, get it right from the start!
  • The common mistakes about learning Mandarin

Module 3: Learning the Radicals and Pinyin

  • What is Pinyin?
  • How to recognize Chinese characters with radicals
  • The 100 commonly used Chinese words in almost every situation (Part 1)

Module 4: Introduction to 3R Methods – Part 1

  • What is the 3R methods?
  • How to use 3R methods to master Mandarin
  • The structure of Chinese language vs. English

Day 2

Module 5: Build Your Vocabulary Using 3R Methods – Part 1

  • Vocabulary – The Right Timing Part 1
  • Vocabulary – The Right Place Part 1
  • Vocabulary – The Right People Part 1

Module 6: Build Your Vocabulary Using 3R Methods – Part 2

  • Vocabulary – The Right Timing Part 2
  • Vocabulary – The Right Place Part 2
  • Vocabulary – The Right People Part 2

Module 7: Build Your Vocabulary Using 3R Methods – Part 3

  • Vocabulary – The Right Timing Part 3
  • Vocabulary – The Right Place Part 3
  • Vocabulary – The Right People Part 3

Module 8: Introduction to 3R Methods – Part 2

  • The 100 commonly used Chinese words in almost every situation (Part 2)
  • How to link the pieces together?

Day 3

Module 9: Unleashing the power of learning with WeChat

  • What is WeChat and why you need to install it?
  • How to use WeChat to learn Mandarin?
  • The dos and don’ts on WeChat

Module 10: Other learning tools

  • What are the available resources online to practice Mandarin?
  • The 100 commonly used Chinese words in almost every situation (Part 3)

Module 11: Understanding the Chinese culture, past and present

  • Real life examples of modern Mandarin
  • Understanding how Chinese people think (Part 1)
  • Understanding how Chinese people think (Part 2)

Module 12: Test yourself right!

  • Mastery is a process, not an outcome
  • Be a master of technology, keep yourself update with the latest development from China

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Day 1

  • Procure & Purchase management and concept
  • Why it is important to Analyse Supply trend
  • What is needed to improve the supply
  • Understand the internal and External requirement for savings.
  • Develop PMO (Project Management) for long term saving plans
  • Cost category and how to approach methodology
  • How Consolidate the demand VS Supply
  • How to Develop Cost saving plans

Day 2

  • Matching Cost saving plans vs Negotiation
  • How to strategies the negotiations
  • How leadership behaviour contribute and develop Purchasing Skills
  • Sharpening Negotiations skills
  • Body Language
  • How to conclude the deals skilfully
  • Evaluate how overall Purchasing Management Skills

Day 1:

  • Introduction and expectation

 

Module 1:

  • What is Problem Solving and Decision Making?
  • Why Use a Model?
    • The 8D Model
    • Steps of PS & DM (6 step process)
    • DMAIC
  • Combination of Tools: D1 to D8 Model, Steps PSDM and DMAIC explanation and application
  • Problem Solving Tool Selection Matrix
  • Selecting the right tool for application
  • Brainstorming
    • Exercise: Use brainstorming to identify priority the problem to be selected and address
  • Tools application
    • Check Sheets (Tally sheets)
    • Exercise: Use a check sheet to collect data
  • Use D1, D2 and D3 – explanation and application
  • Select the TEAM and identification of the problem
    • Case study and exercise

Module 2:

  • Use structure format techniques
  • Pareto Charts
    • Exercise: Construct a Pareto chart
  • Cause and Effect (Fishbone) Diagrams
    • Exercise: Construct a fishbone diagram to identify and classify root causes
  • Implement and verify interim action
    • Using the template and develop action plans
    • Presentation: Group activity
  • Summary and Wrap-up

Day 2:

Module 3:

  • Use D4 and D5
  • Case study and exercise
  • 4 approaches to root cause determination
  • Verification — for the containment, cause & remedy steps
  • Selling the Solution — getting support & buy-in for implementing an 8D program/DAMIC
    • Exercise to solution identification
  • Decision making tools and techniques
    • Exercise using the Template and application
    • Group presentation

Module 4:

  • Use D6 & D7
  • End with D8 for successful implementation
  • Prevent recurrence and implement permanent corrective action
  • Action plans and review
  • Review 8D, Steps of PSDM and DAMIC model
  • Summary and application of the tools at workplace
  1. Introduction to Effective Presentations:
    • Understanding the importance of effective presentations
    • Exploring key elements of successful presentations
    • Identifying common challenges and misconceptions
  2. Crafting Compelling Stories:
    • The power of storytelling in sales and marketing
    • Structuring narratives for impact
    • Practical exercises
  3. Dynamic Delivery Techniques:
    • Verbal and non-verbal communication
    • Overcoming stage fright and building confidence
    • Practical exercises and role-playing activities
  4. Understanding Your Audience
    • Identifying target markets in the hospitality industry
    • Customizing presentations for different stakeholders
    • Case studies: Analysing successful hotel presentations
  5. Strategic Planning for Sales and Marketing
    • Setting clear objectives and goals for presentations
    • Aligning presentations with overall marketing strategies
    • Group activities: Creating a strategic presentation plan
  6. Technology and Tools for impactful Presentations
    • Leveraging multimedia tools for engaging presentations
    • Introduction to digital marketing trends in the hospitality industry
    • Group Activities: Integrating technology into presentations

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Day 1:                                                       

  • Introduction and Expectation outline
  • ICE Breaking – understanding organization structure current.
  • Team formation – Tuckman’s Model

Module 1: Organization management Model

  • Definition and objectives of operation management
  • Evolution of organizational design models and the characteristics of for your operation:
  • McKinsey 7S model (strategy, structure, systems, staff, skills, styles and shared values- performance and feedback)
  • Operation Management
  • Common types of structures and the implications of each on organizational effectiveness
  • Functional
  • Customer or Market
  • Product and Process
  • Matrix
  • Network and structured network.

 

Module 2: Organizational and Functional Tool Kits

  • SWOT Analysis
  • Activity – SWOT
  • Critical Success Factor (CSF) for the organization
  • Activity: CSF format
  • Reflection
  • Who and what is the role of HR roles and responsibilities?
  • 7 STEPS: Organization Operation Management
    • Step 1 Getting Started
    • Assessing the Scope and Goals of the Organization
    • Goals – linking structure to strategy.
    • Limits – scoping (geography, function, business unit…etc.) and focusing organizational design work.
    • Activities – defining key activities to deliver strategy and decision requirements.
    • Room Allocation
    • Housekeeping
    • Maintenance
    • Event Management
    • Customer Service
    • Marketing

Day 2:

Module 5: STEP 4: Assessing Process and People

  • Work, Task Design, and Agents
  • Leadership and Organizational Climate
    • Leadership Style and Leader
    • Group and internal process
  • Activity: Case Study

Module 6: STEP 5: Analyzing Coordination, Control, and Incentives

  • Coordination and Control
  • Incentives
  • Fringes and benefits – Profit sharing and other schemes
  • Designing the Structure and Coordination
    • New properties of Organizations
    • Agile Organization
    • Digital Organization
  • Reflection

 

Module 7: STEP 6 -Designing the Architecture

  • Work force planning.
  • Defining workforce planning
  • Forecasting employee needs
  • Dynamic approach
  • Organizational life cycle

Module 8: STEP 7- Implementing the Architecture

  • Implementing the Change: Who Should Do What When?
  • Essential skills to master as an organizational design and workforce planning professional.
  • Job evaluation and JD roles in compliance
  • Improving staff readiness levels through learning and development
  • Follow up on deadlines and communication.
  • Activity: Roadmap
  • Reflection
  • Summary and conclusion

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COURSE OUTLINE :

DAY 1 – EXECUTIVE SALES FOUNDATIONS & ADVANCED TECHNIQUES

MODULE 1: EXECUTIVE-LEVEL SALES MINDSET

  • The evolving role of executives in the sales function
  • Transitioning from operational selling to strategic selling
  • Understanding how executive buyers make decisions: risk, ROI, and strategic fit
  • The link between executive leadership, credibility, and influence in sales
  • Characteristics of successful executive-level sellers: authority, adaptability, resilience, foresight

ACTIVITY:

  • Executive Self-Assessment: Participants complete a diagnostic tool to assess their own sales leadership mindset
  • Group Discussion: Small groups discuss how executive sales differ from middle-management selling, then present findings

 

MODULE 2: ADVANCED SALES PSYCHOLOGY & PERSUASION

  • Psychology of decision-making in corporate boardrooms
  • Cialdini’s Principles of Influence applied to executive sales (reciprocity, authority, scarcity, etc.)
  • How to create credibility and trust within the first meeting
  • Reading verbal and non-verbal cues in executive conversations
  • Framing and reframing proposals to align with C-Suite priorities (growth, risk mitigation, ROI)

ACTIVITY:

  • Role-Play: “The First 10 Minutes with a CEO” – participants role-play an opening conversation, practicing trust-building and persuasion
  • Peer Feedback: Colleagues provide constructive feedback on persuasion style, presence, and executive credibility

 

MODULE 3: CONSULTATIVE AND SOLUTION-BASED SELLING

  • The difference between product pitching vs. solution selling
  • Frameworks for consultative selling: SPIN, Challenger, and Insight Selling
  • Identifying and uncovering hidden needs through advanced questioning
  • Value-based selling: presenting solutions in terms of ROI, cost-savings, and long-term growth
  • Crafting proposals that align with executive agendas and board-level decision criteria

ACTIVITY:

  • Case Study Analysis: Participants review a corporate client case study where a company must reduce operational costs by 15%. They create a consultative solution-based pitch
  • Group Pitch: Teams present their solutions to the class, mimicking a real boardroom pitch

 

MODULE 4: EXECUTIVE NEGOTIATION SKILLS

  • Preparation for high-stakes negotiations (BATNA, ZOPA, concessions)
  • Overcoming price objections while keeping value intact
  • Handling risk aversion and competitive pressures
  • Strategies for win-win agreements at the executive level
  • Multi-party negotiations: managing stakeholders, influencers, and decision chains

ACTIVITY:

  • Negotiation Simulation: Groups are divided into “Executive Sellers” and “C-Suite Buyers.” They negotiate a multi-million-dollar deal with challenging terms
  • Debriefing Session: The facilitator highlights negotiation strategies, missed opportunities, and best practices

 

 

DAY 2 – STRATEGIC SALES LEADERSHIP AND RELATIONSHIP MANAGEMENT

MODULE 5: SALES STRATEGY AND MARKET INTELLIGENCE

  • Developing sales strategies aligned with company goals
  • Leveraging market research, competitor analysis, and sales data
  • Using CRM tools and analytics for decision-making
  • Identifying new business opportunities and future trends
  • Balancing short-term results with long-term strategic positioning

ACTIVITY:

  • Group Exercise: Teams design a mini “Executive Sales Strategy Plan” for entering a new market or securing a major account
  • Presentation & Feedback: Teams present their plan; trainers and peers critique based on feasibility and strategic alignment

 

MODULE 6: KEY ACCOUNT AND RELATIONSHIP MANAGEMENT

  • Understanding the importance of Key Account Management (KAM)
  • Designing strategies for customer retention and loyalty
  • Customer Lifetime Value (CLV): prioritizing accounts based on profitability
  • Turning transactional relationships into long-term partnerships
  • Building a client engagement plan at the executive level

ACTIVITY:

  • Relationship Mapping Exercise: Participants create a stakeholder map for a VIP account (identify champions, influencers, decision-makers)
  • Planning Session: Teams draft a 12-month engagement plan for managing their key accounts

 

MODULE 7: LEADING SALES TEAMS FOR PERFORMANCE

  • Executive role in coaching, mentoring, and inspiring sales teams
  • Setting KPIs, targets, and dashboards for performance management
  • Handling underperformance and resistance within sales teams
  • Encouraging innovation, ownership, and accountability in sales teams
  • Building a culture of collaboration, motivation, and excellence

ACTIVITY:

  • Coaching Simulation: Participants act as sales leaders, holding a performance conversation with a struggling team member
  • Feedback Round: Observers give input on communication, empathy, and leadership style

 

MODULE 8: EXECUTIVE SALES PRESENTATION & ACTION PLAN

  • Elements of an impactful executive-level presentation (clarity, brevity, authority)
  • Storytelling as a tool for persuasion and influence
  • Designing presentations for boardrooms and senior executives
  • Turning sales insights into personal leadership growth
  • Action planning for applying training lessons back at work

ACTIVITY:

  • Final Presentation: Each participant delivers a 5-minute executive sales pitch based on a case scenario
  • Peer & Trainer Evaluation: Structured feedback is provided using a scoring rubric (persuasiveness, clarity, executive presence)
  • Action Plan Development: Each participant writes a personal action plan outlining how they will implement new skills in their role

COURSE OUTLINE :

DAY 1 – CUSTOMER SERVICE EXCELLENCE IN HOSPITALITY

MODULE 1: INTRODUCTION TO HOSPITALITY SERVICE EXCELLENCE

  • Role of customer service in hotel success
  • Understanding guest expectations and needs
  • Service mindset: going beyond transactions to create experiences

 

MODULE 2: PROFESSIONAL COMMUNICATION SKILLS

  • Verbal & non-verbal communication
  • Active listening and empathy
  • Building rapport with local and international guests

 

MODULE 3: MANAGING GUEST EXPECTATIONS & COMPLAINTS

  • Identifying service gaps before they become complaints
  • Steps to service recovery (L.E.A.R.N / LAST method)
  • Handling difficult guests and high-pressure situations

 

MODULE 4: CROSS-CULTURAL SERVICE ETIQUETTE

  • Cultural sensitivity in hospitality
  • Do’s and don’ts for different guest nationalities
  • Personalizing service for diverse markets



DAY 2 – FOOD & BEVERAGE SERVICE EXCELLENCE

MODULE 5: INTRODUCTION TO FOOD & BEVERAGE OPERATIONS

  • Overview of hotel F&B departments
  • Restaurant, banqueting, and room service roles
  • Importance of consistency in service

 

MODULE 6: F&B SERVICE STANDARDS AND TECHNIQUES

  • Table setting and napkin folding basics
  • Sequence of service for fine dining, buffet, and casual dining
  • Serving and clearing etiquette

 

MODULE 7: FOOD SAFETY & HYGIENE PRACTICES

  • HACCP basics and hotel hygiene standards
  • Safe food handling and allergen awareness
  • Personal grooming and hygiene in F&B service

 

MODULE 8: UPSELLING & GUEST ENGAGEMENT IN F&B

  • Suggestive selling techniques
  • Wine, beverage, and menu knowledge for better recommendations
  • Creating memorable dining experiences

 

MODULE 9: PRACTICAL ROLE-PLAY & SIMULATION

  • Customer service role-play (arrival, dining, complaint handling)
  • F&B service simulation (order taking, serving, upselling)
  • Peer feedback and trainer evaluation



TRAINING METHODOLOGY

  • Interactive lectures & discussions
  • Case studies from the hospitality industry
  • Role-plays and hands-on practice
  • Group activities and problem-solving exercises
  • Practical F&B service demonstrations

 

TARGET AUDIENCE

  • Front office staff
  • Restaurant and banquet staff
  • Room service attendants
  • Supervisors and junior managers in customer-facing roles

COURSE OUTLINE :

DAY 1

AGENDA

  • Welcome note by organizer – Company representative will give the opening speech
  • Ice Breaker – Participants will get to know each other through this activity

 

MODULE 1: FOUNDATIONS OF TECHNICAL LEADERSHIP
-SESSION 1: TRANSITIONING FROM TECHNICAL EXPERT TO LEADER

  • The mindset shift from doer to leader
  • Common leadership challenges for technical professionals
  • Traits of successful technical leaders

 

MODULE 2: LEADERSHIP STYLES AND SELF-AWARENESS

  • Leadership style inventory (DISC or MBTI)
  • Identifying personal leadership strengths and blind spots
  • Emotional Intelligence (EQ) in technical environments

 

MODULE 3: COMMUNICATION FOR IMPACT

  • Technical vs non-technical communication
  • Active listening and asking powerful questions
  • Giving and receiving feedback effectively

 

MODULE 4: LEADING WITHOUT AUTHORITY

  • Influencing peers, clients, and stakeholders
  • Navigating organizational politics as a tech leader
  • Case exercise: “The Cross-Functional Project”

 

DAY 2

MODULE 5: ADVANCED PRACTICES & TEAM MANAGEMENT

  • Team development stages (Tuckman’s model)
  • Trust-building practices for technical teams
  • Accountability and psychological safety

 

MODULE 6: PROBLEM SOLVING & DECISION-MAKING

  • Data-driven vs intuitive decisions
  • Root Cause Analysis (RCA) and decision frameworks
  • Group exercise: “Solving a Critical System Failure”

 

MODULE 7: MOTIVATION & PERFORMANCE COACHING

  • Understanding what drives technical people
  • Delegation and empowerment strategies
  • Coaching for performance improvement

 

MODULE 8: LEADERSHIP ACTION PLAN

  • Personal leadership development planning
  • Reflection: Key learning and commitment
  • Peer feedback & group sharing

 

COURSE OUTLINE :

DAY 1 – FOUNDATIONS OF TECHNICAL LEADERSHIP
SESSION 1: TRANSITIONING FROM TECHNICAL EXPERT TO LEADER

  • The mindset shifts from doer to leader
  • Common leadership challenges for technical professionals
  • Traits of successful technical leaders

 


SESSION 2: LEADERSHIP STYLES AND SELF-AWARENESS

  • Leadership style inventory (DISC or MBTI)
  • Identifying personal leadership strengths and blind spots
  • Emotional Intelligence (EQ) in technical environments

 


SESSION 3: COMMUNICATION FOR IMPACT

  • Technical vs non-technical communication
  • Active listening and asking powerful questions
  • Giving and receiving feedback effectively

 


SESSION 4: LEADING WITHOUT AUTHORITY

  • Influencing peers, clients, and stakeholders
  • Navigating organizational politics as a tech leader
  • Case exercise: “The Cross-Functional Project”

 

 

DAY 2 – ADVANCED PRACTICES & TEAM MANAGEMENT
SESSION 5: BUILDING HIGH-PERFORMANCE TEAMS

  • Team development stages (Tuckman’s model)
  • Trust-building practices for technical teams
  • Accountability and psychological safety

 


SESSION 6: PROBLEM SOLVING & DECISION-MAKING

  • Data-driven vs intuitive decisions
  • Root Cause Analysis (RCA) and decision frameworks
  • Group exercise: “Solving a Critical System Failure”

 


SESSION 7: MOTIVATION & PERFORMANCE COACHING

  • Understanding what drives technical people
  • Delegation and empowerment strategies
  • Coaching for performance improvement

 


SESSION 8: LEADERSHIP ACTION PLAN

  • Personal leadership development planning
  • Reflection: Key learnings and commitment
  • Peer feedback & group sharing
  • Pre/Post Assessment
  • Learning Journal
  • Evaluation, Closing and Summary

 

COURSE OUTLINE :

INTRODUCTION & TEAM FORMULATION

  • introduction and expectation
  • ice breaking and team formulation

INTRODUCTION TO SUPER 5-S

  • introduction to super 5-s
  • overview of 5-s japanese version
  • 5-s malaysian version and scenarios
  • step by step implementation of super 5-s program
  • activity: identify the area to kick start – audit location
  • photograph – before stick start
  • tools and techniques for successful implementation of super 6-s
  • sga (identify groups and assign) – specific area to focus on
  • step by step process for implementation of 1-s (sort) at workplace
  • techniques and tools:
    • workplace audit and develop checklist (using template)
    • review findings
    • assign to respective person responsible
  • collection of before and after photographs
  • red tagging – identify unnecessary, unneeded, or misplaced items
  • activity: placing red tagging
  • step by step process for implementation of 2-s (set) at workplace
  • techniques and tools for 2-s:
    • workplace audit – set using template
    • establish sop
    • placing items at right place and labeling
    • inventory and checklist for items
  • collection of before and after photographs
  • step by step process for implementation of 3-s (shine) at workplace
  • techniques and tools for 3-s:
    • cleaning tools and methodology
    • training in cleaning procedures
    • 7 steps – autonomous maintenance
    • develop sop
  • workplace audit and develop checklist
  • collection of before and after photographs
  • review implementation plans

STANDARDIZE & SUSTAIN (4-S & 5-S)

  • step by step process for implementation of 4-s (standardize) at workplace
  • techniques and tools for 4-s:
    • standardizing and methodology
    • create a set of standards – organization and processes
    • standards – schedules, charts, list, filing, color coding, etc.
    • develop sop
  • workplace audit and develop checklist
  • feedback and review
  • collection of before and after photographs
  • step by step process for implementation of 5-s (sustain) at workplace
  • new practices and conduct audits to maintain discipline
  • sense of self-discipline by employees
  • focuses on previous steps of 5s
  • review the standardized procedures
  • transforming them into ongoing habits to ensure 5s continuous improvement
  • basic system in place is not enough, sustain step ensures long term success
  • workers form longstanding automatic habits
  • collection of before and after photographs
  • review implementation plans
  • total review of 5-s at workplace and commitment
  • schedule for follow up sessions – master plan
  • proposal for review and discussion (continuous improvement)

COURSE CONTENT :

DAY 1

  • Arrival & Registration
  • Ice breaker
  • Doa, Introduction & Course Objectives
  • Module 01 (The Power of Teamwork) Animal Kingdom
  • Team identity, Shared Team Leadership, Team Presentation
  • Indoor Team Activity
  • Lunch & Prayers
  • Module 02 (Communication in Teams) World Traveler
  • Tea Break
  • Module 03: Outdoor Explore Race (Team Challenge)
  • Check-in, Free & Easy
  • Dinner
  • Module 04: Night Walk
  • End of the Day 1

 

DAY 2

  • Breakfast
  • Warm Up Exercise
  • Module 05 (Stronger Together) Sea Water Rafting
  • Wash up, Lunch & Prayer
  • Module 06 Reflection & Learning (Indoor)
  • Team Motivation & Action Plan
  • End of Program

COURSE CONTENT :

5 DAYS

DAY 1 – BASIC DRONE INTRODUCTION

Objective: To familiarize with drone technology and understand basic principles.

DAY 1 TOPICS:

  • Module 1: Drone Introduction (2.0 Hours)
    • Pre-Test, IR 4.0, General Aviation
    • Drone basics, history, and types
    • Character building & proactive flying attitude
  • Module 2: Multi Rotor Drones (3.0 Hours)
    • What is multi rotor?
    • Aerodynamic principle
    • Flight control & applications
  • Module 3: Pre-Flight and Post-Flight Preparation (3.0 Hours)
    • Battery charging & maintenance
    • Pre-Flight & Post-Flight checklist
    • Drone maintenance
  • Module 4: Drone Simulator (3.0 Hours)
    • Menu understanding & simulator practice
    • Safe flying without risk of crash
    • Kahoot Quiz

 

DAY 2 – BASIC FLIGHT PRACTICE

Objective: Learn flight maneuvers, controls, and emergency handling.

DAY 2 TOPICS:

  • Module 5: Setting the Drone (2.0 Hours)
  • Module 6: Basic Drone Flying (3.0 Hours)
  • Module 7: Video & Photo Shoots (3.0 Hours) + Kahoot Quiz

 

DAY 3 – ADVANCED DRONE FUNCTIONS

Objective: Explore automated flight, mapping, and industry applications.

DAY 3 TOPICS:

  • Module 8: Pre-Program Mode (3.0 Hours)
  • Module 9: Industrial Drone Applications (3.0 Hours)
  • Module 10: Drone Law (3.0 Hours) + Kahoot Quiz

 

DAY 4 – DRONE ASSEMBLY & CONSTRUCTION

Objective: Understand drone hardware, software, and basic construction.

DAY 4 TOPICS:

  • Module 11: Drone Assembly (4.0 Hours)
  • Module 12: Building Drone from Scratch (4.0 Hours) + Kahoot Quiz

 

DAY 5 – FLIGHT TEST & CERTIFICATION

Objective: Assess participants’ ability to operate drones safely & effectively.

DAY 5 TOPICS:

  • Module 13: Flight Test (4.0 Hours)
    • Review & practice test flight
    • Individual test flight & Post-test

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