UOB Training Program Pro 20240326 v1.0

PROPOSAL FOR
United Overseas Bank (Malaysia) Berhad
Proposed Program(s)
United Overseas Bank (Malaysia) Berhad Training Program
Date: 27th March 2024

Prepared For: Prepared By:
Pauline Sek Zul Azhan (Han)
Training Relationship Manager (TRM) | Talent Customer Success Manager
Management & Wealth Academy ATCEN Sdn Bhd
Personal Financial Services D-5-12, Ritze Perdana Business Centre,
United Overseas Bank (Malaysia) Berhad Jalan PJU 8/2, Damansara Perdana,
Level 16, UOB Plaza 1 Kuala Lumpur, No. 7 47820 Petaling Jaya,
Jalan Raja Laut 50350 Kuala Lumpur Selangor Darul Ehsan, Malaysia.
T: +603 2692 4511 T: +603-7728 2623
E: [email protected] F: +603-7728 2620
W: www.uob.com.my M: +6017-4360998
E: [email protected]
W: www.atcen.com
Ref: UOB Training Program Pro 20240326 v1.0
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With
ATCEN! Twitter: @ATCEN | Telegram: atcengroup
Proposal Details
United Overseas Bank (UOB) is a prominent banking institution

headquartered in Singapore with a strong presence in the Asia-Pacific
region, including Malaysia. UOB Malaysia offers a range of financial
services, including banking, insurance, and investment products.
This proposal is based on an in-house training request from Pauline of

United Overseas Bank (Malaysia) Bhd (UOB) to Zul Azhan of ATCEN Sdn
Bhd (ATCEN) on 22nd March 2024.
ATCEN submits a proposal for UOB’s consideration. This program can

be further discussed and customised to suit the requirements and
objectives.
The proposal will also include the course objective, content,

investment and trainer of this program.
This proposal outlines the following areas:
▪ Outline
1) Effecting Business Writing Skills

2) Strategic Thinking and Creativity
3) Problem Solving and Critical Thinking
4) Strategic Planning
5) Persuasive Communication Skills
6) Customer Focused Selling
7) Handling Sales Objections & Negotiation Skills
▪ Meet Your Program Trainer

▪ ATCEN Training Methodology
▪ Investment Outlay
▪ About ATCEN
▪ Our Clients
EFFECTIVE BUSINESS WRITING SKILLS & ETIQUETTE
(with Technical Report Writing)
Connect with us digitally! Scan

the QR code for access to our
Duration: 2 Days social media and website:
Trainer : Dr Dayana Chaskar [see profile]

HRD Corp Claimable Course (SBL-Khas)
Introduction
In the world of business, effective business writing is integral. Valuable ideas no matter the magnitude must be
conveyed well. Hence effective writing skills play an important role. The power of effective writing skills contributes
significantly to organisational productivity, efficiency, and profitability in today’s rapidly changing business world. This
skill is a platform for those with sound syntax, good vocabulary, and formatting to express themselves clearly, concisely
and with maximum effect. From planning to grammar, to tone, style and final proof reading, this intensive workshop will
provide you easy and clear points to improve your skills and confidence in writing better business letters, e-mails and
technical reports.
This hands-on workshop is designed to boost the participants’ confidence by increasing their confidence and etiquette in
writing thus diminishing the challenge of writing business correspondence. This course teaches skills to write and edit all
types of business-related documents and win the confidence of work superiors, colleagues, and customers. It will be a
platform to provide the participants with high level skills necessary to communicate more effectively with their
audience.
Targeted
Program Rationale
When communicating complex technical information, reports have to be readable while
Participants
demonstrating the reliable methodology that lead to your findings. For engineers and • Technical personnel,
other technical personnel unaccustomed to interacting with laymen, this can be engineers, and
problematic. Learn how to apply clear, concise language and proper grammatical executives
structure to a report that includes intricate data, graphs, tables and formulae in a way • Those who would like to
that is well understood by both technical and non-technical audiences alike. Attention to enhance their
written details reveals your professional standards. professional writing
skills for business and
Program Objectives increase efficiency in
• Convey fundamental confidence through written skills by producing managing written work.
professional business documents easily and error-free
• Widen basic range of essential business vocabulary Training Methodology
• Confidently write using appropriate style and tone ∙ Short Theories to reinforce the
• Analyse audience and tailor the content to fit their needs basics
• Structure documents more effectively ∙ Liberal use of discussions to
• Choose the most appropriate vocabulary to support report's findings enhance understanding and
• Assess best use of graphics and where to place them confidence
• Edit draft more precisely ∙ Individual and group exercises that
are workplace oriented
Program Outcomes ∙ Video presentations
• Improved and enhanced Business writing skills
∙ Extensive use of training activities
• A sound knowledge in syntax, good vocabulary, and formatting to
including exercises, quizzes, role-
express clearly, concisely and with maximum effect
• Build their confidence while using the language in producing error- plays, and games that stimulate
free and grammatical appropriate business documents learning and participation
Effective Business Writing Skills & Etiquette
Day 1
CONTENTS / SUB-CONTENTS METHODOLOGIES DURATION

Pre-Assessment
Online Assessment via
∙ 10 minutes Written Test ¼ hour
Google Form
∙ Discussion on Pre-Test
Module 1: Essentials of Good Business Writing ∙ Theory
∙ Programme Introduction & Icebreaker ∙ Error 1-hour theory
∙ Writing in the 21st Century Post Covid-19 Era identification
∙ Using straightforward English ∙ Sentence
∙ Applying the human touch in writing construction ½ hour
∙ Technical vs non-technical writing ∙ Tenses summary practical
Practical session ∙ Grammar quiz
Module 2: Formal & Informal E-Mails ∙ Theory
1-hour theory
∙ Format & structure ∙ Incorporating the
∙ PDCA: A quality processing 7Cs into emails
∙ Grammar for e-mails ∙ Writing exercise –
1-hour
∙ 7C’s of Style Departmental E-
practical
Practical session Mail
Module 3: What is a Report? ∙ Theory
1-hour theory
∙ Types of Reports & Purpose ∙ Different
∙ Characteristics of Technical Reports meanings of
∙ Typical Information Different Types Need reports game
½ hour
∙ Reports vs Proposals ∙ Technical report
practical
Practical session template
Module 4: Planning & Formatting the Report
∙ Theory 1-hour theory
∙ Model, Framework & Structure
∙ Title page
∙ Designing the Report – Product Packaging
∙ Contents list
∙ Layout, Fonts, Lines, Colours & Formatting
∙ Technical report 1-hour
∙ Abbreviations & acronyms
checklist practical
Practical session
End of Day 1 8 – 8 ½ hours
Back go Main Pages

Day 2
CONTENTS / SUB-CONTENTS METHODOLOGIES DURATION

Module 5: Executive Summary, Background & Introduction
∙ Theory
∙ Purpose & Contents of Executive Summary 1-hour theory
∙ Summary vs
∙ Quick Tool to Identify Management Interests
Executive summary
∙ Main Messages
∙ Establishing Your
∙ Combined & Separated
Credibility ½ hour practical
∙ How to Combine with Purpose and Scope
∙ Detail & validity
Practical session
Module 6: Data, Analysis & Results
∙ Data Types, Integrity, Quality & Quantity ∙ Theory 1-hour theory
∙ Data Collection, Review, Cleaning, Entry, Validation ∙ What to do with few
∙ Data Analysis – Types of Analysis data?
∙ Data (and Results) Presentation ∙ Converting to Results
& Discussion 1-hour practical
Practical session
Module 7: Conclusions & Recommendations
∙ Derive from Methods & Results; Tying to Purpose & ∙ Theory
Scope; Linking with Executive Summary; Leading to 1-hour theory
∙ Providing Answers –
Recommendations Satisfying Needs
∙ Clarifying Concerns, Inference & Deduction ∙ Integrate Conclusions
∙ Considerations & Methods for Recommendations & Recommendations ½ hour practical
Practical session
Module 8: Reference, Bibliography, Acknowledgements, ∙ Theory
Glossary of Terms ∙ Template for each
∙ Why We Need Them, What to Include component
∙ Styles, Formatting & Terms listing 1-hour practical
∙ Establish Knowledge-Expertise Base ∙ Appendices vs
∙ Overall Business Interest & Long-Term Concerns attachments
∙ Generating the
Practical session Report
Post-Assessment
∙ 10 minutes Written Test
Online Assessment via
∙ Discussion on Post Test ¼ hour
Google Form
∙ Evaluation
∙ Group photo
End of Workshop 8 – 8 ½ hours
Assessment Techniques
i. A Pre and Post-Training Test will be provided before the workshop commences and at the end of the program
ii. MCQ questions via an online platform will be specifically designed to evaluate the participants’ realization of
the programme
iii. This is also to gauge the participant’s level of competency upon workshop completion
Strategic Thinking and Creativity
Duration : 2 Days
HRD Corp Claimable Course
Trainer : DR. CLAIRE KEOW [see profile] (SBL-Khas)
Workshop Description
Good strategic thinking and planning are essential for short and long-term business success. It involves thinking
strategically, defining a business strategy with clear objectives, creating clear plans as to how these objectives will
be achieved, aligning business activities to support the objectives, and allocating the resources needed to achieve
the objectives.
Beyond improving business results, good strategic management also contributes to a Business Ecosystem. There
are many elements in a Business Ecosystems that should be included at the heart of strategic thinking and
planning to help ensure the long-term survival of the business. Nevertheless in this New Era, it is the inter-
connectedness of all people, information and resources that is truly paramount.
Workshop Learning Outcomes

• Define Strategic Thinking and Planning and understand the importance to the sustainability of the business
• Understand the global and interconnected nature of today's business environment
• Develop your skills for thinking strategically about the type of your business within this environment
• Identify new opportunities for your business
• Create effective strategies and plans to leverage these opportunities
• Monitor the plans and apply PDCA to always evolve
• Manage your organization and lead teams to achieve your strategic goals
• Apply ARL methodologies to get everyone to be critical thinkers to share, provide feedback towards achieving
the outcome
• Become more aligned as a team towards the goal
• Understand each other’s role and how the team can synergise and collaborate
• Share what is close to the heart, expand and build upon it to become a legacy for the team
Methodology Who Should Attend?

For maximum learning impact and retention, this
Executives and above
course uses the following methods:
• Action Reflection Learning (ARL)
• Experiential Learning
• Real-life experiences
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Module Outline / Agenda

Day 1 2:00pm – 3:30pm
9:00am – 10:30am Module 3: Contracting and Alignment
Module 1: Skills for Strategic Thinking and Planning • Communicating clearly upfront
• Strategic Thinking and Planning – What, Why, This includes expectations, responsibilities, and
How, So What timings. It sets the stage for all the interactions
• Ecosystems Thinking – strategy development that follow. It can stipulate, “What do people
need a wide, interconnected view, including the expect from each other?” What is their role and
business environment, global trends, what is not? What is the time frame they have
competitive landscape, customer needs and in mind? What are the indications that will
stakeholder expectations show that their expectations have been
• Alignment and understanding of the internal successfully met?”
and external factors
Role Contracting for each participant – an
10:45am – 1:00pm opportunity for all to collaborate and synergise.
Module 2: Strategic Thinking Planner’s Skill Set
• 4-MAT Learning Style preferences: Why? What? • Team Members and Management
How? So What? contracting – alignment with Top
• Fist-Five : A Decision Making Process Management
• Critical Thinking Questions : Who, What, Where,
When, Why, How Each department will be given time for
• Power of GROW model : Goals, Reality, preparation to share their Team’s contracting
Opportunities and Way Forward and then there will be a meaningful
• Power Planning Skills : conversation to see how we can all collaborate
1. The Right Question, and move further.
2. 2. Lessons from the Past,
3. 3. Get Assumptions, 3:45pm – 5:00pm
4. 4. Options, Module 4: Leadership and Engagement Skills
5. 5. Choosing, • The “Fishbowl Feedback”
6. 6. Strategy, - process to give feedback to a team in a way
7. 7. Delegation, that maximizes the listening and minimizes
8. 8. Action, defensiveness.
9. 9. Evaluate • Reflection & Dialogue (R&D)
• SWOT Analysis for Internal and External - technique we use with groups to open a
space for reflection and active listening to each
Real life case: Each team will come up with a current other. Organizations are simply not used to
challenge / scenario. stopping, to have a dialogue, and to draw
(Optional: Management to come up with a few real meaning from their actions.
life cases that needs to be solved and completed).
*Master Trainer will facilitate a Fishbowl
Feedback on Ecosystem Map / Strategic
Planning for the Organisation.
Back go Main Pages


Day 2
9:00am – 10:30am
Module 5: Mastermind in our Strategic
Thinking and Planning using Peer Learning Open Space is a design recommended for
• Peer Learning is an engagement strategy teams who have a large agenda, multiple
that allows individuals to ask for help in stakes and interests among the members and a
addressing some challenge or opportunity limited time to address all the issues.
they face by receiving that help quickly, *We could come up with a Legacy project that
effectively and without loss of face, and will promote the team’s collaboration to move
learning with and from each other. forward in 2022 onwards even though the
• Peer Learning process expands teams are in different locations.
possibilities and perspectives, eliminates
defensiveness and engages everyone
irrespective of function or role. 2:00pm – 5:00pm
Module 7: Scoreboard Implementation
Every team member will have the opportunity • Team Management, Setting Norms
to experience Peer Learning, to share their • How do you cascade the plans downwards
challenge and gain wisdom on how to face and • How do we get commitment from the rest
solve them. and create a Scoreboard for each division
• Monitoring of the Scoreboard and Shared
10:45am – 1:00pm Leadership
Module 6: Dynamism of Open Space
• The Open Space design is based on the idea
that people are more productive when they
have a genuine interest in what they are
doing, when they have a passion for it and
such energy is possible when the person is
free to choose what to work on.
• Open Space creates a scenario where
people express what question they would
like to explore. Those who are interested in Workshop Chronology
the topic can freely join the discussion of 0830 Registration
the question chosen and remain in the 0900 Workshop Start
group as long as they wish. The result is that 1030 –1045 Morning Break
1300 –1400 Lunch
those who are in a group share a common 1530 –1545 Afternoon Break
passion and have high energy to make 1700 End of Workshop
progress in answering the question and in Chronology applies for Day 1 and Day 2.
coming to conclusions.
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Problem Solving & Critical Thinking
HRD Corp Claimable Course

(SBL-Khas)
Duration : 2 Days
Trainer : CAPT. ARIVANANTHAN [see profile]
In this ever volatile and highly competitive information age, companies are striving towards achieving
greater heights. The challenge is heightened when the problem revolves around people and procedures.
Most of the time when it comes to people related problems the conditions are heightened due to the
volatility of emotions, difference in perceptions and also miscommunication. When it comes to
procedure related problems the issue becomes more complicated due to the hidden root-cause and
blind-spot on the real issue which results in creating a wrong solution.
Workshop Learning Objectives

• Shifting paradigm from problem conscious to “Solution Conscious”.
• Understand an individual’s thinking personality profile.
• Structuring facts rigidly and thinking with maximum clarity to identify core issues.
• Learn how to accurately identify signs/symptoms of problems and isolate the problem area quickly.
• Learn to generate ideas for solutions, evaluate solutions and plan and implement solutions.
• Understand the systematic framework for identifying, analysing and solving work related problems.
• Enhance their knowledge and experience in identifying the root causes of the problems, and
propose suitable actions to irradiate the problem.
• Propose effective solutions and plan alternative implementation plans.
• Be aware of the default human behavior that hinders the thinking and decision-making process.
• Learn techniques and tools to brain steer the thinking process in solving problem structured
manner.

Participant will learn how to use structured frameworks to generate fact-based hypotheses followed
by data gathering and analysis to prove or disprove the hypothesis. Thereafter various tools are
introduced in generating ideas to solve the problems. Finally, various tools are introduced to assist in
decision making. The effect of emotion, ego, perceptions and default behavior and how to handle all
these forces is also introduced in this program.
Problem Solving & Critical Thinking

Day 1 Day 2
9:00am – 1:00pm 9:00am – 1:00pm
Module 1: Learn How to Think Creatively Module 3: Creative Idea Collection Process
• The Creative Problem Solving Blue-Print • Revealing The 4 Fundamentals That Boosts
• The Various Type of Thinking Involved in Creative CREATIVITY
Problem Solving • Generate Solution using SCAMPER
• Learning and Internalizing the Proven Method in • Brainstorming Techniques for Creative Solutions
Becoming Solution Conscious • Using Focus Method to Ensure That We Are
• Understanding the 2 Types of Problem Directing Our Thinking Towards the Needed
• Introduction to the 4 Step Process Results
2:00pm – 5:00pm 2:00pm – 5:00pm

Module 2: The Process in Creative Problem Solving Module 4: Decision Making – Choosing Between
• Understanding the Current Situation Options
➢ Using “Problem Identification Card” in identifying • The Fundamental of Decision Making
the problem • Structuring The Options for A Consensus
➢ Using “Affinity Technique” to organize and Discussion
prioritize the problem • Defining Decision Making Criteria’s and Weighing
➢ Framing the problem Its Priority
• Troubleshooting – Using State of the Art Tools to • Choosing Between Options Using GRID ANALYSIS
Analyze the Root Cause
➢ Using “LOGIC TREE” to track and analyze the root
cause of the problem
➢ Developing & testing hypothesis for the likely
root causes
➢ Using “TOYOTA 5 WHY’s” to drill deep into the
root cause
Workshop Chronology Training Methodology
0830 Registration This course is essentially participative and practical,

0900 Workshop Start emphasizing learning through experience, both from
1030 –1045 Morning Break structured activities on the program e.g.
1300 –1400 Lunch
1530 –1545 Afternoon Break • Simulation
1700 End of Workshop • Role Plays
• Group Work
Chronology applies for Day 1 and Day 2. • Case Studies
• Discussion From Individual’s Experience
Back go Main Pages

Strategic Planning (From Planning
To Successful Execution)

social media and website:
Duration : 2 Days
Trainer: Jeremy Lee [see profile] HRD Corp Claimable Course
Workshop Description (SBL-Khas)
In a business environment that is constantly evolving and with high uncertainty, companies need to be
constantly moving forward and performing at the highest level. However all these are only as good as the
plans and the execution of those plans. For any organization, any strategic plan is only as good as the
execution. Execution requires the understanding of the strategy and the skill-sets to implement it.
Everyone needs to know how the plan relates to them and that their work is a critical component of the
organization. To perform at the highest level, the managers must understand the nature of the work to be
conducted, how it is to be performed and communicate and monitor the staff effectively. The
methodology of this workshop is ACTIVITY SIMULATION based.

• Build and practice the 4 fundamental areas of any successful execution: Focused Goals, Reliable Tasks,
Great Measurement System and Team Synergy
• Practice effective and clear communication skills
• Understand the organization’s direction and its relationship to our daily targets and work
• Learn to break a performance target into various activities and task
• Learn how to provide feedback to staff in a supportive manner
• Develop the team to be more performance orientated and build team synergy.
• Improve team discipline for performance
Workshop Chronology
0830 Registration
Who Should Attend? 0900 Workshop Start
• Senior Managers 1030 –1045 Morning Break
1300 –1400 Lunch
• Managers 1530 –1545 Afternoon Break
• Team Leaders 1700 End of Workshop
• Senior Executives Chronology applies for Day 1 and
Day 2.
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Strategic Planning (From Planning To Successful Execution)

Day 1 Day 2
9am - 10:30am 9am - 1pm
Introduction: The 4 Key Components for the Tasks and Measurements
Execution of Work Module 3: The Measurement of Work
• The Story of Execution. Why Some Succeed Completed
and Many Fail • Deriving the Measurements for the 3
• High Performance Focused Goals Measurement Factors - Time, Cost and
• Goals to Tasks Quality
• Tasks to Measurements • Communicating Job Scope and
• TEAM –The Team Synergy Performance Measurement
• Your Role as their Superior is to Lead,
10:45am - 1pm Manage, Control, Develop and Get the
High Performance Focused Goals Results
Module 1: Alignment to Organizational • Providing Individual Encouragement
Direction • The B-I-S (Behaviour, Impact, Suggestion)
• Vision, Mission, Objectives, Goals and Approach to Feedback
Strategy
• From Objectives to Goals 2pm - 5pm
• SMART Goals to Development Goals -The TEAM
Knowledge, Skills, Ability and Motivation Module 4: The Synergy of TEAM
(KSAM) components for everyone • The Must Do’s for Enhancing Trust
• Communicating the Goals and Enhancing • Resolve Conflicts and Focus on
KSAM Collaboration.
• 5 Ways to Gain Commitment of the Team
2pm - 5pm • Develop the Sense of Accountability and
Goals to Task Motivation
Module 2: Communicating The Organizational • The Need to Instil Discipline for Positive
Direction, Goals and Targets Habitual Performance
• Understanding Performance Measures and
Targets
• Breaking Goals into Specific Actions
Training Methodology
• Setting Expectations with the TEAM to Work The training methodology will be
Within based on the ATCEN PEAK
methodology.
This includes:
• Group activities
• Exercises
• Discussions
• Presentations
• Lots of reflection and sharing
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Persuasive Communication Skills

Trainer : Ken Ng [see profile] HRD Corp Claimable Course

(SBL-Khas)
This workshop conditions sales people for success, and provides them with proven sales techniques and strategies
used by top sales performers all over the world.
The workshop introduces sales professionals to have winning attitudes together with performance enhancement
strategies so that they will have the confidence and certainty to break through any limitations.
The sales professionals will also learn the psychology of people buying behaviors and the most powerful persuasion
and influence strategies from top income producers worldwide. This ensures they will consistently and continuously
deliver desired results.

• Develop a focused and positive sales mindset to succeed: MInD (Mental Imagination and Desire)
• Develop the power of self belief and personal motivation to achieve desired results
• Increase sales leads, conversion rates, average purchase amount, repeat business and profit margin
• Develop dynamic impression and communication skills;
• Develop effective telemarketing tactics and techniques;
• Develop powerful professional sales presentations;
• Develop professional sales body language, vocal cues and
• business meeting etiquette;
• Develop techniques in handling objections;
• Develop a personal action plan to deliver results.
Who Should Attend

• Sales Professionals
• Tele-sales Professionals
• Marketing Professional
• Business Development Professionals
• Entrepreneurs
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Workshop Outline / Agenda
Day 1
Day 2
Introduction
Module 5: Professional Sales Body Language, Vocal Cues
• Selling in Today’s Experiential Economy
& Business Meeting Etiquette
• Sales Professional Career: Dream Career vs. Extreme
• Body Language: Personal Appearance, Hand Shakes,
Career
Body Posture & Movement, Eye Contact and Facial
• The Characteristics of A Successful Sales Professional
Expression
Activity: The Sell to Me challenge
• Vocal Cues: Lips & Vocal Warm Ups, Verbal Stretch,
Volume Control, Tonality and Pitching
Module 1: The Mindset of a Sales Champion
• Business Meeting Etiquette: Business Cards, Marketing
• MInD (Mental Imagination and Desire) + Action =
Materials and Seating Arrangements
Sustainable Motivation
Activities: “Body language Role” and “Vocal exercises
• Me Inc: Self Directed, Self Driven and Self Motivated
and workouts”
• The 7 Rules of A Winner: The Making of a Sales
Champion
Activities: “Analysis of current sales mindset” and “The Module 6: Handling Difficult Customers and Objections
Numbers Game” • The 4 Basic Objections: No Interest, No Need, No Hurry
& No Money,
Module 2: Dynamic Impression & Persuasive • The Objection Handling Strategy: Acknowledge-Diffuse-
Communication Response Approach
• Create a Positive First and Lasting Impression to Exceed • Overcome The Objections: Scripts for Handling
Customer Delight Objections
• Persuading the Customer by Speaking the Customers Activity: “Objection handling role plays”
Language
• Develop Questioning and Listening Techniques to Gather
Information
Activities: “The I Am My Customer game” & “The Module 7: Achieving Sustainable and Measurable Results
Question Champion” • Continuous Development of the Knowledge, Skills,
Attitude and Habits of a Successful Sales Champion
Module 3: Effective and Efficient Telemarketing • Setting Key Performance Indicators: Long Term
Prospecting Objectives, Short Term Goals and Immediate Targets
• Call Opening, Lead in Statements, Call Closing and with the SMART Technique
Professional Release • Personal Action Plan: Developing a Commitment to
• Effective Call Techniques to Secure Critical Achieve Desired Results
Appointments: The Attention, Interest, Desire & Action Exercise: “Personal goals and Action Plans”
Approach
• Efficient Call Management to Manage Time
Activity: “Cold Call role”
Module 4: Powerful Sales Presentation

• The Psychology of Customers Buying Behaviors: The 4 Training Methodology
Personality Types and Their Primary Motivating Factors Workshop includes
• High impact short lectures
• Sell Benefits and Not Features to Create Impact in the
• Experiential learning activities
Sales Pitch
• Audio and visual learning enhancements
• The Verbal Buying Signals and 10 Closing Techniques to
• Knowledge sharing
Secure Sales • Case studies and analyses
Activity: “The FAB Chart Creation” • Instant feedback from the facilitator
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Customer Focused Selling

Trainer : KEN NG [see profile]

HRD Corp SBL-Khas
Claimable
The program introduces sales professionals to the essential and fundamental soft-skills elements
associated with superior selling techniques and sales management via telephone and face to face. The
certified sales professional workshop consists of modules that teach participants essential skills such as
essential communication, sales management and professional selling strategies, principles, concepts
and tactics..

• To understand the importance of customer focused sales and
a passion to exceed customer delight;
• To develop fundamental impression and communication skills;
• To develop telemarketing tactics and techniques;
• To develop professional sales presentations;
• To develop professional sales body language and business
meeting etiquette;
• To develop techniques in handling objections;
• To develop a personal action plan.
Who Should Attend? Training Methodology

Workshop includes
• Sales Professionals • High impact short lectures
• Tele-sales Professionals • Experiential learning activities
• Marketing Professionals • Audio and visual learning enhancements
• Tele-marketing Professionals • Knowledge sharing
• Business Development • Case studies and analyses
• Instant feedback from the facilitator
Professionals
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Day 1 Day 2
9:00am - 10:30am 9.00am - 10:30am
Module 1: Impression & Communication Module 4: Professional Sales Body Language & Business
Fundamentals Meeting Etiquette
• Create a Positive First and Lasting Impression to • Principles for Interpreting & Role of Body Language
Exceed Customer Delight • Personal Appearance, Body, Posture & Movement, Eye
• Understand the Communication Model and Contact and Facial Expression
Process • Understand Business Meeting Etiquette: Business Cards,
• Develop Questioning and Listening Techniques to Marketing Materials and Seating Arrangements
Gather Information
10:45 am – 1pm
10:45 am - 1pm Module 5: Handling Difficult Customers and Objections
Module 2: Professional Telemarketing Prospecting • The 4 Basic Objections: No Money, No Need, No Hurry,
• Call Opening and the Lead in Statements No Confidence
• Effective Call Techniques to Secure Critical • The Objection Handling Strategy: Acknowledge-Diffuse-
Appointment: The Attention, Interest, Desire & Response Approach
Action Approach • Overcome The Objections: Developing Scripts for
• Call Closing and the Professional Release Handling Objections
2:00pm - 5:00pm 2:00pm - 5:00pm (15min break)

Module 3: Professional Sales Presentation Module 6: The Way Forward – A Customer Focused Sales
• Sell Benefits and Not Features to Create Impact Culture
in the Sales Pitch • Continuous Development of the Knowledge, Skills,
• The Psychology of Customers Buying Behaviors: Attitude and Habits of a Sales Professional to Create a
The 4 Personality Types Customer Focused Sales Culture
• The Verbal Buying Signals and 10 Closing • Develop Long Term Objectives, Short Term Goals and
Techniques to Secure Sales Immediate Targets with the SMART Technique Personal
Action Plan: Developing a Commitment
Workshop Chronology
0830 Registration
0900 Workshop Begin
1030 – 1045 Morning Break
1300 – 1400 Lunch
1530 – 1545 Afternoon Break
1700 End of Workshop
Chronology applies for Day 1 & Day 2. Back go Main Pages
Handling Sales Objections &
Negotiation Skills

Trainer : Ken Ng [see profile] HRD Corp SBL-Khas

Claimable
The Handling Sales Objections & Negotiation Skills workshop is specially designed to equip sales
professionals with the necessary knowledge and skills to effectively manage objections and
negotiations. It seeks to exposes participants to the intricacies of understanding objections, the need to
handle the objections professionally and assume control of negotiations with new prospects and current
customers.
The understanding of how the transition of one element to the other will empower the sales
professional with a heightened knowledge on how to best gain control of these two challenging areas
resulting in a Win-Win outcome. Subsequently creating a positive and memorable buying experience
which induces customers to want to buy again.

• Examine the nature of objections;
• As a sales professional, how to avoid giving reasons to the
customer to create objections;
• Unraveling the customers buying thought process leading to
objections;
• Managing objections professionally creating repeat Training Methodology
customers; Workshop includes
• High impact short lectures
• Understanding what is negotiation and the purpose of
• Experiential learning activities
negotiation;
• Audio and visual learning
• Grasping the mindset of effective negotiations; enhancements
• Understanding the importance of planning and strategizing for • Knowledge sharing
effective negotiations; • Case studies and analyses
• Learning the various stages in the negotiation process; • Instant feedback from the
• Applying the various techniques available in a negotiations; facilitator
• Dissecting the body language of negotiators.
Who Should Attend? Back go Main Pages
• Senior Manager
• Manager
• Senior Executives
Handling Sales Objections & Negotiation Skills

Day 1 Day 2
9:00am - 10:30am 9.00am - 10:30am
Module 1: The Importance of Objections in Sales Module 4: Prelude to Negotiation
• Why do People Object • The Basics and Initial Stances of a Negotiator
• The Buyer’s Thought Cycle – The Development of • Developing a Negotiation Strategy to Enhance Your
Objections Position
• Creating a Memorable Buying Experience with • Creating the Negotiation Brief to Support Your
ObjectionsFocus for Success Arguments
10:45 am - 1pm 10:45 am – 1pm

Module 2: Understanding Objections Module 5: The Negotiation Stages
• Who Uses the Different Types of Objections • The 6 Stages of Negotiation: Setting the Stage, Drawing
• The 10 Types of Objections the Curtain, Powerful Opening, Communicate and
• Creating the Sales Professionals Objection Guide Understand Needs, Assessment of Strategies, Agreement
to Close
• Using the 8 Leverages of Power in a Sales Negotiation
2:00pm - 5:00pm • Using and Countering with the 12 key Negotiation
Module 3: Managing Objections Techniques
• Professional Language in Responding to
Objections 2:00pm - 5:00pm (15min break)
• Objection Handling: The Listen, Acknowledge, Module 6: Closing and Post-Negotiation Stages
Enquire, Respond and Confirm method • Understanding How to Summarize and Develop a
• Conditioning Self to Handle Any Objection Conclusion
Habitually • Continuous Follow-Up and Creating Action Oriented
Activities
• To Follow or Not - Assessing the Viability of a Negotiation
Workshop Chronology
0830 Registration
0900 Workshop Begin
1030 – 1045 Morning Break
1300 – 1400 Lunch
1530 – 1545 Afternoon Break
1700 End of Workshop
Chronology applies for Day 1 & Day 2. Back go Main Pages
Meet Your Trainer
Dr Dayana Chaskar
Qualifications/ Professional
• Doctoral Degree in Human and Environmental Science (Ph.D.), Kyoto
University, Japan
• Masters in Environmental Science (MSc.), University of Malaya, Kuala
Lumpur, Malaysia
Certifications
• Certified Professional CBT Coach, Persatuan Kaunselor Pendidikan Malaysia
• NLP Master Practitioner Certification, National Federation Neuro Linguistic
Programming
• DiSC Professional Facilitator, Global DiSC Academy
• Professional Certified Clinical Hypnotherapist, Association of Hypnotherapy
Practitioners Malaysia
• Certified Professional Body Language Analyzer, Body Language Institute
USA
• Qualified Trainer – TTT Exemption (No: 4623), HRD Corp Malaysia
Dr. Dayana has been actively involved in soft-skills and technical training and consultancies for various global MNCs, GLCs,
Governmental agencies, Statutory Bodies and Tertiary institutions since 2005. Her key expertise is in Behavioural Sciences,
especially in Transformational Organisational and Customer Satisfaction programmes. Besides, she is also sought after for her
Corporate English & Malay training, Personal Effectiveness & Empowerment, Corporate Branding and Communication
programmes. Selected few of her signature programmes include which Conflict Management and Collaboration, Art of
Persuasion, Developing Professional Office Skills, Organisational Integrity and Ethics, Speak and Write Confidently, Stress &
Time Management, Decoding Body Language and Sexual Harassment.
Being a certified bilingual trainer, Dr. Dayana’s Malay language programmes are particularly designed for Governmental
Agencies and higher learning intuitions on Penyediaan ke Alam Pekerjaan, Penyeliaan Berkesan, Memupuk Budaya & Nilai
Korporat, Pengurusan Bencana, Kemahiran Membuat Keputusan & Perundingan Berkesan, Ketrampilan Diri & Etika Profesional
Penjawat Awam, Pengurusan Konflik and Stres Kerja.
Coming from a diverse background and experiences, Dr. Dayana’s previous and present clientele include Continental Tyre Sdn
Bhd, Co-Op Bank Pertama, CIMB, Petrolines for Crude Oil Ltd Sudan, .MAMPU, WRP Asia Pacific, Khazanah Nasional Berhad,
FGV Berhad, QL Resources Berhad, Western Digital Corp. Kuching, Hard Rock Café Puteri Harbour, The RuMa Hotel &
Residences, IOI Properties Group Berhad, Western Digital Kuching, RuMa Hotel & Residences, SP Setia Berhad, Iris Corporation
Berhad, Sime Darby Plantation, TNB Research Berhad, Construction Industry Development Board (CIDB), MyTekun, Rockwool
Malaysia, Brunei Investment Agency, Al Bukhary Group of companies, Accenture, POS Malaysia, PERODUA, DRB Hicom, MEPS,
GMI, MAHSA, KDU, TAR UC, UM, UPM, EMS Language Academy, Accreditation Services International GmbH Germany, Swift
Support Services, Tokio Marine, Kementerian Belia & Sukan, Dept. of Statistics Malaysia, MINDEF, DOF, LHDN, MAQIS, Institut
Sukan Negara, RELA, FAMA, Jab. Veterinar, INSPEKA, Maj. Perbandaran JB, Maj. Bandaraya PJ, NAFAS, Jab. Pertanian, Jab.
Pendaftaran Negara dan Perbadanan Kemajuan Kraftangan Malaysia.
Being able to connect, engage and train C-suites, Executives and Non-Executives have been her forte qualifying her to conduct
private coaching & Communication sessions for top management for Learnlight London, Megapower Le Grand, E & Y, Celcom
Planet, Sogo Plastic, CJ Korea Express, Thales Malaysia, Ericson, KK Supermart Group of Companies, Warner Music and Opus
International. Since the start of the pandemic in 2020, Dr Dayana has ventured into virtual team building and have strategically
designed virtual activities and team challenges which provide communication while reinforcing a shared team identity to DOW
Chemical Int., Bank Negara, Sime Darby, City Link, Coway, CIMA Industries, AFK, IPE Net, Sunway Mall, Comfori and Berjaya.
Dr. Dayana is an International Licensed Trainer for MWS, a Certified Clinical Hypnotherapist, a DiSC Professional Facilitator, a
Certified Professional CBT Coach, NLP Basic & Master Practitioner, a Certified NLP Sales Professional, a Certified Professional
Body Language Analyser (CPBLA), Certified NIOSH Train the Trainer, HRDF approved trainer, a qualified In-service Certificate in
English Language Teaching (ICELT), a Cambridge International Diploma for Teachers and Trainers (CIDTT) and Certified IGCSE
Cambridge for Life Instructor (CELF). She is also active as the founding member and currently is the Honorary Secretary of the
Consultants and Business Management Research Association (CBMRA) plus a member of the Association of Hypnotherapy
Practitioners Malaysia (AHPM) and Malaysia Association of Professional Trainers & Coaches (MAPTaC).
Meet Your Trainer
Dr Dayana Chaskar
Technical Writing/Communication Portfolio
Consultancies
• External business consultant for JnJ Management Consultancy, assisting O&G SME unicorn companies develop their
Business Plans in achieving RM1 B in 5 years
• Developed Deep Dive Indicator reports for MPC
• External Behaviour Intelligence & Insights for several organisations including MPC, Siti Khadijah, Humanology
• Head Field Interpreter for International audit projects in Lahad Datu and Keratong in the palm oil industry for
Accreditation Services International GmbH Germany
• Part time consultant and Editor for Detailed Environmental Reports (DEIA) for Ecotone Management Sdn. Bhd.
• Research officer for waste management/monitoring for selected islands in Malaysia for Envichem Consults Sdn.
Bhd.
• Free-lance consultant for Pencala River - A collaboration project with NGO and the local government for Global
Environmental Centre
Humanotorial Magazine
• Over 50 bilingual articles on various topics such as Organisational Transformation, Boosting Productivity, Agile
Mindset, SOPs of Life, Stress Management, Corporate Branding, etc.
Manuals
• SOP Operations Manual for “People Who Inject Drugs (PWID) for the HIV prevention in Big Cities Project
Philippines” for HART Consultancy Malaysia Sdn. Bhd.
Consultancies
• External business consultant for JnJ Management Consultancy, assisting O&G SME unicorn companies develop their
Business Plans in achieving RM1 B in 5 years
• Developed Deep Dive Indicator reports for MPC
• External Behaviour Intelligence & Insights for several organisations including MPC, Siti Khadijah, Humanology
Humanotorial Magazine
• Over 50 bilingual articles on various topics such as Organisational Transformation, Boosting Productivity, Agile
Mindset, SOPs of Life, Stress Management, Corporate Branding, etc.
Manuals
• SOP Operations Manual for “People Who Inject Drugs (PWID) for the HIV prevention in Big Cities Project
Philippines” for HART Consultancy Malaysia Sdn. Bhd.
• “Using Water Quality Index to Define the Quality of Sungai Penchala” paper which was later chapterized into the
SOP Manual for Malaysian National Irrigation and Drainage in 2005
• “A Master Plan for Flood Mitigation and River Management for the Sungai Kedah & Sungai Anak Bukit Basin on Solid
Waste Management” for the State of Kedah
Teaching/training Materials
• Develop, write and edit training materials for various programmes at Ethnologica Services including Business and
General English, BM language lessons and speech-coaching manuals
• Designed and improvised existing teaching materials for various programmes for kids and adults for Cambridge
English for Life Ampang
• Authored and produced training modules for in-house sessions and workshops for numerous Business English
programmes among some for Sime Darby, DRB Hicom, Tokio Marine, MEPS Malaysia, etc Back go Main Pages
Meet Your Trainer
Dr Dayana Chaskar
Reports
• Sustainability Reporting on ESG for Biotropics Sdn Bhd (sister company of Khazanah Nasional Berhad)
• Critical Analysis License to Assign and New Lease Negotiation Assessment report for the Royal Institution of
Chartered Surveyors APC of Professional Competence UK for a private client
• Penjom Constructed Wetlands Project Report for Stagno Vic Sdn. Bhd.
• Progress report on Research Initiatives in Malaysia under the JSPS-VCC Core University Programme 2000- 2009 in
Environmental Science, Engineering and Ethics: Towards a Zero-Discharge Society
Presentations
• Optimizing Mechanizations in Palm Oil Plantation at Sime Darby Plantation for Sime Darby
• Sales performance presentations for Sogo Plastic for their Quarterly and End of year reports
• Various slide presentations for private clients
• Senior Living Market Opportunity and Market Entry Strategy in Japan, China, Malaysia, and Thailand prepared for
Benesse Holdings Inc. and Mitsui Co. & Ltd.
• Continuous Integration Kaizen Project Improve FTFR on SCU for Kameoka Plant, Eaton Corp.
• Improve Productivity on SCU for Kameoka Plant, Eaton Corp.
Brochures/pamphlets
• “Inboxman”, a brochure for e-mail marketing software
• Developed a tourist pamphlet for Sultan Abidin Mosque in Terengganu
e-Learning Package
• Part-time Instructional Designer for Undergraduate Programmes for OUM
White Papers
• Needs Assessment Process for Community Programs at Higher Learning Institutions for MERCY Malaysia
• The Reconstruction of Healthcare Facility in Gaza for MERCY Malaysia
• Increased Depression Level in Elderly Migrants Using Geriatric Depression Scale (GDS): A Systematic Review
• Tackle the Doctor Shortage Problem in Japan
Scientific Magazines
• Article “A Tainted Urban Life-Vein” for Symbiosis Magazine, Technology Park Malaysia
• Editorial article of “Tsunami and Environmental Impacts” for Malaysian Journal of Science
• Editorial article of “Impact of Biotechnological Innovations in Agriculture” for Malaysian Journal of Science
Back go Main Pages

Meet Your Trainer
Dr Dayana Chaskar
Manuscripts
• “Degradation of surface water quality. Is solid waste a culprit?” paper which was subsequently presented at the
Waste Management Conference and Exhibition
• “Municipal Solid Waste Management and River Water Quality – Malaysian Case Studies”, paper which was
presented at the Persidangan Kebangsaan Aplikasi Biologi dan Mesra Alam bagi Pemulihan dan Pemuliharaan
Sungai-sungai di Malaysia
• “Urban Development Impacts on Surface Water Quality: A Case Study at Klang Valley, Peninsular Malaysia”, paper
published in Water Research IWA Magazine
• “MSW Disposal and Its’ Impact on Malaysian Rivers” paper which was presented at the Seminar on Advanced
Water and Wastewater Treatment Technologies
• “Impacts of Solid Waste to Riverine Aquatic Life – Malaysian Case Studies” paper which was presented at the
Aquatic and Marine Seminar- Solid Waste View
• 30 year Analysis of the Phytoplankton Variation in Lake Biwa, published in the JSPS Proceedings
• “Spatial and Temporal Variation Analysis of Phytoplankton Communities in Lake Biwa by means of Statistical
Methods” paper which was presented at the 20th Joint KU-KAIST-NTU-NUS Symposium in Environmental
Engineering
• “Long Term Temporal and Spatial Trends of the Phytoplankton Community in Lake Biwa” paper published
Proceeding of the 44th JSWE Kansai Japan
• “Analysis of Spatial and Temporal Variation of the Lake Biwa Phytoplankton Species in the Last 30 Years”
proceeding of the 18th JSPS-MOE Workshop Beijing
• “Water Quality of an Urban Malaysian River, in the Japan Society on Civil Engineering Symposium”
• “Phytoplankton Species Variation Analysis in Lake Biwa by means of the Three-Ways Layout ANOVA” proceeding of
the 15th International Conference of the IWA Diffuse Pollution Specialist New Zealand
Books
• Writing a book on Change Management
• Interviewed herbalists and translated various local Herbal books for the Biotropics Malaysia coffee-table book
“Health and Beauty from the Rainforest: Malaysian Traditions of Ramuan
Questionnaires
• Petaling & Klang Corporate Healthcare Services Survey Main Questionnaire for Frost and Sullivan
Corporate Documentaries and Training Videos

• CEFL Ampang for their IELTS and TOEFL exam prep candidates and various educational programmes
• Originated video scripts for iYUNO Media Group for their corporate documentaries
Translations
• Field interpretation for Accreditation Services International GmbH (ASI) for RSPO Supply Chain
• Various press conferences for private C- Suite clients
Back go Main Pages

Meet Your Trainer
Dr. Claire Keow

• Certified Virtual LearnCaster Facilitator, EnSync Learning, Malaysia, 2020
• Certified Virtual Facilitation Skills, FOLKS, India, 2020
• Certified Professional Marketer – CPM (Asia), Asia Marketing Federation, 2021
• Certified Professional Coach, Corporate Coach Academy, 2008
• Certified Team Coach, Leadership in Motion Global, USA, 2018
• Certified Neuro-Linguistic Programming (NFNLP) Practitioner, USA, 2010
• Certified Neuro-Linguistic Programming (NFNLP) Mastery, USA, 2015
• Certified Small & Medium Business Administrator, World Association of Visioners and
Entreprenologists, USA, 2018
• Certified Train the Trainer, TTT Certification by PSMB, Malaysia, 2019
• PHD specializing in Entreprenology, International University of Entreprenology, USA, 2018
• Commerce Degree in Marketing & Economics, Curtin University of Technology Australia (Recipient of
Outstanding Scholastic Achievement and Excellence Award), 1997
• Lifetime Member of Institute of Marketing Malaysia (IMM)
• Currently pursuing to be an Artificial Intelligence (AI) Author, Non-Coding for Becoming a Higher
Performing Team with CAAI, Singapore
TRAINING AND FACILITATION EXPERIENCE

Dr. Claire Keow is a dynamic speaker and trainer. Acclaimed as a Strategist and Marketer, she
had her secondary and tertiary education in Singapore, Australia and Malaysia. She started her
training and consulting career twenty years ago and has trained in Malaysia, Singapore, Brunei,
Dubai, and Indonesia.
She is one of the few Certified Team Coach of Leadership in Motion (LIM), USA since 2018 where
she uses the latest Action Reflection Learning principles, processes and tools to coach clients’
teams and provide insights about shared leadership, teamwork, consulting, innovation, coaching,
project management, themselves, and organization/clients. These very same principles, processes
and tools can be cascaded throughout the entire organization and create a coaching culture of
shared leadership and high-performance teamwork resulting in increased engagement,
performance, productivity, and profitability.
She is well-known as the Chief Edutainer where she combines entertainment and education to
make learning more fun, effective and entertaining. With more than 19 years in the learning
space, she now combines powerful tools and techniques to increase productivity, performance
and profitability for Top Management and CEOs. Thousands of participants have gained from her
varied practical experiences and lives have been changed because of her commitment and
enthusiasm to “Modelling and Inspiring a Shared Vision towards Teamwork that makes the
Back go Main Pages
Dream Work!”.
Meet Your Trainer
Dr. Claire Keow

For the last 20 years, Claire has been involved in a variety of change initiatives within multinational
corporations and local organizations around the world including merger integration, customer
engagement leadership development, team development, culture change, organizational alignment,
innovation, human resource development and team coach development. Some of her notable clients
include Bayer, Roche, Standard Chartered Bank, AIG, AKER Solutions, Novartis, Digi, Shell, BP, Maybank,
EPF, Civil Institute of Brunei (IPA), JPAN Sabah, Suria Capital, Colgate, KWSP, Pos Malaysia, Henkel, Inti
Universities, Hilti, One Bangkok, NTUC Singapore, OSRAM, Silverlake, National Instruments, Infineon,
STATOIL, and many more
CONSULTANCY EXPERIENCE
Team Coach and Consultant for BBS Automation in Penang since 2019 till to date. BBS
Automation is one of the top Automation Companies in the world.
• Help the organization increase their performance and productivity by at least 20%
• Create and monitor the Scoreboards of the various departments and teams
Team and Sales Consultant to one of the Largest Home-Care System in Korea and Malaysia
starting in June 2021 till now.
• Align all the sales agents and leaders to the Vision and Mission of the Company
• Help the various teams become a higher performing team in terms of promotion to higher
ranks and increase of profitability
Team Coach and Consultant to a Retail network in Malaysia starting in June 2021 till now
• Come up with a system to upscale the business
• Increase the net worth and network of clientele
SME Coach and Consultant to 27 Clients in Malaysia

• Using digital tools and techniques to scale up performance and productivity
• Helping them formulate their business plans and scale up their business
EXPERIENCES DURING TRAINING & CONSULTING

• TV2 in a motivational series of programs entitled “Live, Love, Laugh” where she facilitated
four motivational topics: “Habits”, “Self-Image”, “Self-Transformation”, and “Strengths and
Vulnerabilities”.
• BFM Radio Station, sharing about the Power of Teamwork.
• Radio Television Brunei (RTB) for a series on Motivational topics.
• 2020 Business Network International (BNI) USA, Broke record by becoming a Gold Member
in 6 Days, Top 15% ranking in the World (largest referral networking in the world)
• 2022 President of ALPHA Chapter for BNI Malaysia, part of the largest networking referral
platform in the world with almost 300,000 members and in 70 Countries
• Currently, Dr Claire is building an AI solution and creating an Expert AI System with NLP, NLU
and NLG in Higher Performance Team creation to solve the challenges that many teams
faces.
Meet Your Trainer
CAPT. ARIVANANTHAN
Capt. Arivananthan is a trainer, Leadership and Innovation COACH. He is a Master Mariner
who started his career as a navigation officer with Malaysian International Shipping
Corporation. Over the 13-year period his career path which began as a cadet (3 years), made
him Third Officer (2 years), Second Officer (2 years), Chief Officer (4 years) and finally Captain
- a post he has held for two years prior to him leaving the sea service.
His academic qualifications include Master Mariner, Class 1 (FG). He has also been trained at sea on positive
character building, mental endurance, survival techniques, emergency preparedness and other technical related
marine trainings. He is also a member of the Malaysian MENSA Society, Malaysian Institute of Management
(MIM), Malaysian Association of Professional Speakers (MAPS) and Institute Kelautan Malaysia (IKMAL). He is a
qualified trainer and is recognized by Pembangunan Sumber Manusia Berhad (PSMB). He is a certified Design
Thinking Professional from Massachusetts Institute of Technology (MIT) and IDEO University. He is also part of the
Global Design Thinking Professional Community, which is a community lead by IDEO. He has been awarded
PERDANA Award under the Industry Excellence Category for designing and conducting an innovative training
methodology using Simulation Based Learning. He was a featured Speaker at TEDTALK, where he delivered a
highly energetic and inspiring speech on DARE TO DECIDE.
Over the years, he has also commanded few merchant ships as a ship’s captain – a position which requires
dynamic leadership qualities. Since he has had experience in most of the marine adventures, he has acquired a
wide and in-depth knowledge in leadership skills and unique decision-making abilities.
His vast experience has enabled him to succeed in training various companies on corporate solutions and
business-related issues.
He is a dynamic and versatile speaker who is multi-lingual. He is able to conduct his courses in three languages
namely English, Malay and Tamil.
He has trained more than 20,000 people of all ages, various ethnicity, from ages 12 to 60 years. These people
rank between Entrepreneurs, Investors, Chief Executive Officers, Managing Directors, General Managers, Senior
Managers, Middle Managers, Senior Executives, Executives, Supervisors, Secretaries, Front Liners, Field Workers,
Teenagers and many more.
Capt. Arivananthan’s approach to training is fun filled and activity based. It involves practical techniques and
know-how which will enable his participants to find the knowledge gained useful and applicable. He designs
various Simulations and conducts his training program using Simulation Based Learning.
He believes that experiential learning has the ability to mould the core values of an individual and therefore
create positive results on the individual. He also has an amazing track record of repeat programs because of his
emphasis on program customization and quality.
Back go Main Pages

Meet Your Trainer
Jeremy Lee
(Leadership Enabler, Executive Coach, CGMA)
Co-Founder of ATCEN
Qualifications/ Professional
• Chartered Global Management Account (CGMA)
• Associate Chartered Management Accountant (ACMA)
• Certified Accountant (Malaysia), CA(M)
• MSc. Engineering Business Management (Warwick University, UK)
• Doctorate in Business Administration- ongoing (Unitar)
Certifications Companies Jeremy has trained inhouse:
• HRD Corp TTT Certified and Accredited Trainer (PSMB) ACI Worldwide, ADT, AEON Credit, Alegion,
Acer Sales and Service, Affin Hwang, Altera,
• Certified Personal Profiler with Thomas International –DISC Alliance Bank, Al Rajhi Bank, Ajinomoto,
• Coaching Atos Origin, AIA, AIA Shared Services, AMEX,
Altera, AmBank, Amanah Raya Berhad,
• NLP Practitioner Antah Schindler, Asia Assistance Network,
Atlas Capco, Astro AXA, Baby Kiko,
• GRI Standard Bandaraya Development, Bank Islam, Bank
• Certified Master Trainer (WKU, USA) Rakyat, Bangkok Bank, Bank of China,
Bacfree, BASF, BASF Petronas, Big
Work Experience: Dutchman Agriculture, Bolton, Brand
Owner of College, Film Production House, Recruitment Agency, Event & Technology Suntory, Bursa Malaysia, Bytedance,
Cambodia Brewery, Canon Marketing,
Firms, Worked in Accounting, External Audit, Internal Audit, IT, Vacation Ownership, Carlsberg Malaysia, Celcom, Cellnet,
Hotel, Oil Plantation, Consulting, BPO for Contact Centre and Customer Experience. Cerebos Asia Pacific, CCGC, CIMB Bank,
CMA-CGM, Comex Genesys, CNI Bhd,
Significant Achievement: Continental Automotive, CSC, CTOS, Danone
• Jeremy has facilitated sessions with Senior Managers and can manage diverse Dumex, Danisco, DCH Auriga, Dell, DHL
Express, DHL IT, DHL Logistics, DiGi, Easy
personalities. He has trained and consulted over 200 companies and has over Call, ELK-Desa, ENVO BPO, EON, EON Bank,
2000 days of workshop training experience. EPIC Group, Etiqa, EPIC-I Exxon Mobil,
Fibertex, Fuji Xerox, FXM, Gamuda, Great
• He has conducted 1-to-1 coaching sessions (3-6 sessions each) for over 30 Eastern, GE Engine, GRAB, Grand
business owners, senior managers and business owners. Millennium Hotel, Guinness Anchor Berhad,
Healthmetrics, Heitech Padu, Hitachi, Hitachi
• Designed, developed and completed Leadership/ Management/ Supervisory/ Ebwrox, Hong Leong Bank, HP, Hwang-DBS,
Graduate Development Programs for CNI, ELK Desa, Etiqa, Danone Dumex, DiGi IBBM, IBM, IJM Corp, IOI Corporate,
Inokom, Intertouch, Inti University College,
(SME Sales Management), Heitech-Padu, Heineken, Havi-Logistics, IBM, Maxis IPG Media Brands, ISATEC, Iskandar
Regional Development Board, JCL
(SME Team), Polyplastics, Sony Marketing, Sony EMC (PG), TM, Toyota Capital, Management (China), Kenanga Investment
Universiti Malaya Hospital. Bank Berhad, KLK Oleo, KLK Kepong, Kuwait
• Led the CX and Digital Transformation Project in Hong Leong Bank- 7000 Finance House, KWAP, KWSP, LaFarge,
Lenovo, LHDN, MAA, Maxis, Maybank,
participants & CX Value re-designed (2013-2015). Maybank Life, Maybank General Assurance,
Mazars, MBF Cards, MCIS, MMC
• Co-lead multiple CX and Transformation Projects in Amanah Raya Berhad, CIMB, Corporation, MMC-Gamuda JV MRT, MDEC,
Bank of China, Bank Negara, Bank Rakyat, DHL Express, Etiqa, Digi, EON, Merck, Mesiniaga, MLRe, Monarch, MSIG,
MYOB, NIAM, Nike, Nistrans Logistic, Nokia,
Intertouch, KWSP, MGCC, TMNet. Nu Skin, OCBC, OSK Securities, Pantai
• Facilitated Strategic Planning for multiple MNC and large SME Companies Hospital, Palm Oleo, Perodua, Pharmaniaga,
Philips, Petronas, Prestech, Prometric,
• Partnered Siemens to upskill their clients. Prominent, Protank, PSDC, Public Bank,
• Partnered HP to successfully brand 20 MSC status companies via MDEC (2010). Puswari Hospital, Quinetics Rangkainan
Segar, Resource Entity, Resmed, RHB Bank,
• Successfully got approval for 2 MSC status companies (2000 and 2008). RHB Insurance, Sapura Crest, Scomi, Sony
• Set up in-house Training Academy for Berhad Company (2001). EMC, Sony Marketing, Shell Trading, Shell
(Miri), Siemens, Siemens Healthcare, Sipco,
• Undertaken multiple mid-size M&A personally and for clients. Sliverlake, SME Corp, Spices and Seasoning,
SP Setia, SRG, Standard Chartered, STAR
• Team Lead on joint Accenture IT Project to develop online trading system (2000). CNC Penang, Sudong, Sunway, Sunway
• Project Manager for 1st worldwide ISO 9002:1994 for Vacation Ownership and Medical, SWIFT, Takaful Ikhlas, The STAR,
Telekom Malaysia, Telekom Sales and
Hotel Operations, completed in 18 months (1999). Service, Tanco Berhad, TM Touch, TM Net,
Full profile of Jeremy: https://atcen.com/jeremy- lee-profile/ TNT Worldwide Express, Tenaga Nasional
Berhad, Tokio-Marine, TimeDotcom, Top
Glove, Toshiba, Toyota Capital, U-Mobile,
UMW Toyota, UKM Holdings, UOB Bank,
VADS, Vsource, Volvo Trucks, Vision IP,
Waterco, Zenith Media, Zuellig Pharma, ZTE
Meet Your Program Facilitator
Ken Ng
(Founder of ATCEN, CX Architect, Contact Centre Mentor and Human Performance)
Further details of Ken: - www.atcen.com/ken-ng-2/ kenngatcen
Ken Ng is a Certified Professional Speaker, Certified Support Manager from Service

Support Professionals Association of America, Certified Trainer from Western Ken.Ng.ATCEN
Kentucky University, USA and holds a BSc in Marketing and Organizational
Communication. Ken has been in the forefront of the Asian sales and customer ATCENSdnBhd
interaction management industry since the mid-90’s and is better known as the
“Sifu” to his peers, colleagues, partners and customers.
With more than 25 years of both strategic and operational service, sales and
customer interaction experience, Ken is an author of numerous articles distributed
internationally and has conducted in-depth research and studies on service, sales,
marketing, contact centers and the customer experience in Asia Pacific. Dynamic
and energetic, he is a much sought after speaker and has been involved in providing
strategic directions for the Asian service, sales, marketing and customer contact
management industry through summits, congresses, conferences and knowledge
sharing tradeshows. He is nominated by the Customer Relationship Management &
Contact Center Association of Malaysia (CRM & CCAM) as one of the notable judges
in the highly recognized CRM & CCAM Annual Awards in the individual and
operations categories since 2005.
His expertise has led to consulting and performance enhancement engagements

regionally with Multi-national Companies, Large Local Conglomerates and
Government Linked Companies, where he focuses on the mission critical aspects of
Contact Center service, sales, marketing and customer interaction Strategic Sales
and Service Blueprint design, Turnkey Contact Center projects, Human Capital
Recruitment & Development, Service, Sales & Marketing Framework, People
Motivation & Teamwork, Business Development, Key Account Servicing, Business
Process Rejuvenation, Performance Management implementation and Contact
Center Management.
Ken first became involved with Contact Centers and customer interaction in the
mid-80’s while he was still in America. Since then, he has held a variety of
leadership, management and operational roles in service, sales, marketing and
collections for major service and sales operations. Ken is also a pioneer/owner of
the first premier cyber cafe chain in Malaysia and has held key positions in many
organizations such as Senior Consultant with the largest Business Process
Outsourcing organization in Asia, Head of Technical Support for the Nokia Care Line
responsible for supporting the South East Asia and Asia Pacific region, Contact
Center and Marketing Consultant for Microsoft Malaysia to Sales and Marketing
Strategist for the Kirby Company, USA and many more.
Meet Your Trainer
Ken Ng
(Founder of ATCEN, CX Architect, Contact Centre Mentor and Human Performance)
Over 25 years of training, Ken’s passion for developing people has provided him with
the privilege of accumulating the following experience.
kenngatcen
Ken.Ng.ATCEN
ATCENSdnBhd
The companies he has conducted training for includes:

A&W Malaysia, Accor Hotels, Ace Synergy, ADT Services, AEON Credit, Affin Bank, AIA, AIG, Air Selangor, Alliance Bank, Alphamatic, Alphamatic Sys., ARB,
AmAssurance, AmBank, American Express, AmG Insurance, AON Malaysia, AAN, ABS, ASTRO, ATOS Services, Averis, Aviva, AXA Affin
Bank Islam, BNM, Bank of China, Bank of Maldives, Bank Rakyat, BSN, Belkin, BeMis, Big Dutchman, BMW, Boehringer Ingelheim, Bosch, BCG, Boustead
Group
Canon Malaysia, Carlsberg Malaysia, CCAM, CCM, Celcom, Celcom Axiata, Century Battery, Century Logistics, Cerebos, Chevron Malaysia, CIMB Aviva, CIMB
Group, Citibank Malaysia, City-Link Express, Club 21, CNI, Colgate Palmolive, CommerceDotCom, Crown Plaza Hotels, CSC Malaysia
Da Ma Cai, Dagang Net, Danone Dumex, Dell Asia Pacific, Dhiraagu (Maldives), DHL/DHL-IT, DiGi, DST (Brunei)
Easy Call, E-Genting Berhad, EON, Etiqa Insurance, Exxon Mobil
F-Secure, F&N Dairies, Fresenius Medical, Faber Medi-serve, Festo Malaysia, Fuji Xerox
Genting Group, Gleneagles Hospital, Glenmarie Prop., GRAB, Grand-Flo Berhad, Great Eastern Life, GAB
Hap Seng Group, Heidelberg, Hei-Tech Padu, Henry Butcher, Hewlett Packard, Hilton Hotels, Honda Malaysia, Hong Leong Bank, Huayang
IBM, IBBM, ICI Paints, iCimb, IDS Group, IILM, IKEA, iMoney, IWK, Indiana University, ING, Inter-Touch, Intel, IOI Properties, iPerintis, IT-365
Jebsen & Jessen, JCI
KBU, KKM (MOH), KIBB, Khazanah Nasional, Kirby, USA, KWAP, KWSP
L'oreal, Lafarge, LB Aluminum, Lexus Malaysia, Lenovo, LHDN, Lion Petroleum Products
MAA, MOX, ManU Life, Mary Kay, Masterskill, Maxis, Maybank Group, MGCC, Mazda, MDEC, Mercedes Benz, Merck, Mesiniaga, Microsoft, Microsoft
Malaysia, Mines Marketing, Mitsui Soko, Mitsui OSK Lines, MMC-Gamuda, Monarch, Mondelez, MSIG, MYOB Asia
Nestle Malaysia, Nike Malaysia, Nokia Asia Pacific, NTT Docomo, Nu Skin
OCBC, Orisoft System
Paradise Resorts, ParkRoyal Hotels, PayPal, Petronas, Pfizer, Pharmaniaga, Phillips, Polyplastics, POS Malaysia, Prometric, Proton Edar, Prudential, PSDC,
Public Mutual
Real Rewards, Reckitt Benckiser, ResMed, RHB, Ricoh Malaysia, Royal Selangor
Samling, Samsung, SCAN Associates, Scicom, SCOPE International, Shangri-La Hotels & Resorts, Shell, Siemens, Silverlake, SNE Marketing, SONOCO, Sony
Malaysia SBB, SP Setia, SRG, SCB, STAR Publications, Stem Life Malaysia, Sudong, Sunway Group, Super Pages, SSM, Swiss-Garden, SYABAS
Takaful Malaysia, Taylor's Edu Group, Teledirect, Telekom Malaysia, TGV Cinemas, Time dotcom, TNB, TNT, Tokio Marine, Touch n Go, Toyota Capital, TYCO
UEM-Sunrise, UMMC, Uni of Oklahoma, UMW Toyota, UOB
VADS, Vale, Vsource
Watsons
Yamaha Motors, Yeo Hiap Seng (M)
Zenith Media
ATCEN Training Methodology
The ATCEN Training Methodology is highly customised, interactive, and serves to fulfill our client’s
evaluation criteria. These branded 4-step processes are to achieve higher retention, sustainability and
results in the participants. All these steps are to ensure participant learning is maximized; knowledge is
applied, the learned behaviours are displayed, the result for the company achieved, and returns of
investment for the organization are positive.
Once ATCEN is engaged by the client, ATCEN will proceed with the following people development cycle.
Step 1: Pre-Learning Customization

Each organization has different needs; therefore, we believe in customizing training for our clients.
• A needs analysis is done by gathering and matching the needs of management and potential
trainees.
• By matching the needs of the organization and participants, the intended program will be
customised.
• Before the training, a short multiple-choice assessment is conducted to gauge the participants’
knowledge level of the program area before the workshop is run. This is to fulfil Level 2 of Training
Evaluation (Kirkpatrick's 4 Levels of Evaluation) and ensure participants will be utilizing practical
and up-to-date knowledge.
Step 2: Workshop Execution

ATCEN Training is centred on 4 essential concepts of being:
• People Oriented – engaging the participants for high involvement in the learning process.
• Edutainment – the participants hardly find a dull moment during the training.
• Action Based Learning – workshop has lots of activities to improve the retention of knowledge.
• Knowledge – trainer and participants will be utilizing practical and up-to-date knowledge.
ATCEN Training Methodology
Step 3: Post-Learning Assessment

The focus here is on the participants’ learning and action after the workshop.
• A short post-learning assessment is conducted after the workshop to gauge the participants’
knowledge level on the program area. Additionally, the participants are required to conduct and
list down their desired actions and behaviours.
• Trainer’s/Facilitator’s feedback on participants including suggestions for further development.
• Participants’ feedback on trainer/facilitator and program.
Step 4: Continuous Development (Chargeable)
Behavioural change is not an overnight process. It is critical that the participants have continuous
development. ATCEN propose three (3) approaches of enhancing the participants skill sets moving
forward.
• Targeted Intensive Enhancement (TIE) Programs are half-day or full-day workshops, designed to
develop specific skill sets and behaviours of participants that need to be polished and enhanced.
• Training is only as successful as the behaviour changes that happen at work after that. At the
Behaviour Measurement stage, the participant utilises the available tools and measurements to
ensure changes are made.
• A Strategic Coaching Session is designed to coach small groups or individuals on putting into
practice the trained areas or subjects. It is also intended to address challenges and enhancement
of their performance from workshop learnings.
The table below highlights some tools and activities that can be used to ensure that your training is
successful. It is to be used as a guide for customization purposes.
Investment Outlay
The following is the breakdown of the investment outlay for the proposed training services. Please note that
this serves as a preliminary proposal. Upon confirmation of deliverables, pricing, and terms and conditions of
engagement, ATCEN will prepare a Contract of Agreement to formalize the engagement.
Total
Investment/Day
Investment
Description of the Workshop (RM)
(RM)
(inclusive SST)
(inclusive SST)
(with Technical Report Writing) 6,000 12,000
• Trainer: Dr Dayana Chaskar
• Duration: 2 Days
• Trainer: Dr. Claire Keow 6,000 12,000
Problem Solving and Critical Thinking
• Trainer: Capt. Arivananthan 6,000 12,000
Strategic Planning
• Trainer: Jeremy Lee 6,000 12,000
• Trainer: Ken Ng 6,000 12,000
Handling Sales Objections & Negotiation Skills
Note:
- MAXIMUM number of participants per session: 20 pax
- The above investment fees include trainer’s professional fee, 8% Sales and Service Tax (SST) and 4% Service Fee
by HRD Corp if any.
- Any balance fees that is not covered by HRD Corp will be billed to the client directly.
- ATCEN Training Workshops are HRD Corp Claimable Course (SBL Khas).
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Investment Outlay
Amount/Day Total Amount

Additional Fees (RM) (RM)
(inclusive SST) (inclusive SST)
Consumable Training Materials Per Workshop
In alignment with Sustainable Development Goal 12 (SDG-12), 100
we encourage our clients to consider for online training materials.
External Trainer Daily Allowance

• <100KM = 150/day 150 300
• >100KM = 400/day
TOTAL PER WORKSHOP (RM) 400
Note:
- Applicable for each program/session.
- These additional fees are claimable under HRD Corp.
- The external trainer daily allowance is not inclusive of Accomodation and Meals for Trainers (if any).
- Accomodation and Meals for Trainers (if any) will be charged separately as per project.
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Investment Outlay
Terms and Conditions

Pricing: All quotations are based on RM and include all applicable taxes.
Validity: The offer is valid for 30 days from the date on this proposal.
Expenses: The client will arrange and bear all expenses, charges and taxes related to workshop venues,
food & beverages, insurance, air-transportation and ground transportation. Client will also pay for
related equipment costs, if any. The client will bear all associated travelling and incidental costs
incurred by ATCEN to travel to the destination.
Weekend Training: Any training conducted on weekends (Saturday and Sunday) will incur a surcharge
of RM500 per day.
Fees Paid by HRD Corp’s Levy: The client who is utilizing the HRD Corp levy, is required to adhere to
the processes and procedures for claims as published by HRD Corp. All claim forms (JD14 form, T3
Form, online attendance) must be signed, approved, and returned to ATCEN within 7 days of issuance
to the client. Any balance fees that is not covered by HRD Corp will be billed to the client directly.
Fees Paid by Client:

Payment term for Training - 30% of the total investment outlay upon sign off. Remaining 70% of the
total would be payable after execution date. All invoices are payable within 14 days of issuance.
Payment term for Coaching & Consulting - 30% of the total investment outlay upon sign off.
Remaining 70% of the total would be payable at the end of each month. All invoices are payable within
14 days of issuance.
Confidentiality: ATCEN will treat all information deemed sensitive by the client with complete privacy
and have no objections to signing any agreements of non-disclosure.
Cancellation: Cancellations of ATCEN services after the signing of acceptance by the client are subject
to these terms and conditions:
❑ 8 – 14 days before the scheduled event – 50% of course fees payable.
❑ Less than 7 days before the scheduled event – 80% of course fees payable.
Postponement: Postponement of ATCEN services after the signing of acceptance by the client are
subject to these terms and conditions:
❑ 8 – 14 days before the scheduled event – 30% of course fees payable.
❑ Less than 7 days before the scheduled event – 50% of course fees payable.
Other Matters: We would like to highlight that any further consultation, services or work required
beyond the scope of work are not covered under this engagement. If needed, we shall be pleased to
discuss such arrangements with the client separately later.
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About ATCEN Sdn Bhd (638211-U)
ATCEN has been the People Development Partner for our clients since 2003.
At ATCEN, we merge local business expertise with global knowledge in the training consultancy
environment to provide Asian businesses access to human capital development's latest
practices. This is to support them in exceeding customer delight, maximising sales, retaining MOF Registered
existing customers, and growing the customers or prospects to be advocates of their businesses.
We believe in supporting our clients to develop their people and build sustainable capabilities.
We will serve our clients with Accountability, Integrity, and Customer Centricity. Our aim is to be
your People and Capacity Development Partner.
5 Star Rated
We are a registered Corporate Training Provider, and our programs are HRD Corp claimable. Training Provider
The ATCEN Difference
• We strive to understand your business needs and derive customize solutions
• We provide end to end training solutions to our clients. We can design and develop training US Accreditation
and source for trainers to suit your needs; Partner
• We ensure that our training is experience-based, not academic-based. We emphasized on
applications and business outcome;
• We ensure participants feedback on our services and trainers are above 80% consistently
and continuously;
• We create fun and lots of learning in all our solutions. Member, Judge,
Council
ATCEN's Affiliations and Partners
• Ministry of Finance (MOF): Registered for training, course/seminar and education
management.
• HRD Corp (PSMB): ATCEN is a 5 Star Rated PSMB Training Provider. We also have been Distributor
recognised as PSMB PLATINUM Supplier for Outstanding Performance in 2021.
• Western Kentucky University (WKU, USA): ATCEN is a WKU Asia partner, offering
certification programs for the Asian community.
• Contact Centre Association of Malaysia (CCAM): Endorsed by CCAM as the premier Human Marketing Partner
Performance and Business Consulting Service Provider in Customer Contact Management.
• Reallyenglish: Distributor for all Reallyenglish products such as Practical English, Writing for
Business and Academic English. Certified Trainers
• John C. Maxwell Trainings: We are the collaborative partner with John C. Maxwell trainers
in Malaysia.
• Brian Tracy Solutions: We are certified Trainers for Brain Tracy Workshops.
• LTT Global: Our Digital Learning Experience platform partner. Digital Education
• ESGright: Our ESG partner and a GRI Certified Training Partner (CTP), as well as a member of Partner
GRI’s Global Community Network.
• ENVO BPO: Our Contact Centre BPO collaborator and partner.
• Sirius (UK): Our CRM Technology collaborator for our Customer Experience. ESG Partner
• Malaysian Association of Professional Speakers: We are members of MAPS.
We are recognized by our clients as strategic business partner. For a comprehensive list of our
clientele and to view the recommendation letters we have received, kindly log on to
https://atcen.com/clientele/.
BPO Partner
We have also conducted many organization development projects to help our clients in their
capacity development. The consulting projects are highlighted here:
• Customer Experience & Contact Centre- https://atcen.com/customer-experience-cc-advisory/
• Leadership Development- https://atcen.com/leadershipdevelopment/
• Strategic Management and Operations- https://atcen.com/strategydevelopment/ Member
Capacity Building
ATCEN provides hands-on capacity building services that assist companies in developing and optimizing
their business processes. Our Capacity Building services are divided into three main categories:
Organizational Strategy Enhancement, Enterprise Customer Experience and Contact & Customer
Interaction Centre. By supporting you on these four categories and their intersection, we can help your
company develop your organization’s growth and capacity.
Amanah Raya Berhad (Malaysia's premier trustee company wholly owned by the Government of Malaysia): Service
mindset and Delivery transformation for branches and Contact Centre.
Bank Rakyat: Consulting, Training and Auditing their new Contact Centre setup.
Bank of China: Developed the service behaviours for front line staff in Malaysia and trained BOC Trainers from
China on implementation.
Cerebos Asia Pacific: Develop and conducted the SEA regional customer experience initiative, including Train the
Trainer and Manuals.
CIMB (Leading ASEAN universal bank and one of the region's foremost corporate advisors): Front Line and Contact
Centre transformation and roll out Regionally. This was delivered during CIMB group restructuring in 2006-2007.
Digi Telecommunications (Mobile service provider in Malaysia): Service Mindset and Transformation for Front Line
and Contact Centre branding. Assist in the development of the SME Business Sales Division.
Dell: Regional trainer for their global customer initiative.
DHL Express: Process improvement and training development of Customer Interaction Centre.
Etiqa (Leading insurance and takaful business in ASEAN. It is part of the Malaysian banking group, Maybank):
Supported the re-branding of Maybank Ageas to ETIQA. Involved in Value and CX immersion of Branches and
Contact Centre.
Employees Provident Fund (KWSP) (Malaysia’s and one of the world’s oldest provident funds): Part of KWSP
Transformation Implementation. Managed the People and Mindset Segments of the Project. Been involved since
2010 and ongoing.
Hong Leong Bank (major public listed banking group in Malaysia): Developed and Trained the Touch CX Spirit in
HLB. Involved in numerous CX initiatives across several divisions and overall trained nearly 80% of their total staff-
force.
interTouch: Improving the CX experience and Contact Centre process for global operations.
Maxis (Leading communications service provider in Malaysia): Upskill and Develop the SME Division employees
and partners. Includes digitalisation education of the various platforms as Maxis becomes a technology company.
Been involved since 2016 and ongoing.
Maybank (Malaysia's largest financial services group and the leading banking group in South East Asia): Setting up
of Maybank Group Contact Centre with Hewlett Packard as the Project Leader.
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SP Setia Bhd: Developing and enhancing the CX and interaction process in HQ and Branches.
ATCEN Experience in Management Development and
Coaching Programs
1. Global Japanese Motor Vehicle Financing House- Training & Executive Coaching
Challenge: The company conducts many internal promotions yearly; hence it seeks to improve its
Managers and Senior Executives' people management skills. They seek a training provider that can
customize training to their needs.
Solution: 2022 would be the 5h consecutive year ATCEN is providing training to them on a wide variety of
management topics. We serve their Senior Managers, Managers, Senior Executives and their Executives.
We are also conducting one-on-one Executive Coaching to many of their staff on an ongoing basis.
2. Large Malaysian Listed Motor Vehicle Financing Organization- MDP & SDP
Challenge: The company saw drastic changes in their market with Fintech and the opening of the
Malaysian Banking Industry. They were looking to upskill their Managers and Senior Executives across
the organization to manage their respective teams better. More importantly, to prepare them for the
pending Digital Transformation.
Solution: Ultimately, we conducted the MDP and SDP for nearly 50 participants. Each program had 4
workshops involving project work and assignments over four months.
3. Premier Malaysian Insurance Company- Supervisory Development Program

Challenge: One of the largest General Assurance companies were seeking to enhance their
communication, collaboration and commitment of their 250 Senior Clerical staff from across the
organization. They also wanted to promote their organization's values in a fun yet learning way.
Furthermore, they also wanted the facilitators to spot talent.
Solution: The 10 Team events outcome was highly successful, with rating averaging in the 90% percentile.
There were supposed to be more. However, the company stopped the program when they acquired
another insurer and re-branded. We continue to serve them till today.
4. Large Local Telecommunication Provider- Increase SME Sales Market Share

Challenge: The SME Division Regional Team had to be upskilled to manage their respective Sales Team.
Many of them faced people-related issues, which was demotivating the staff. We were selected as we
have similar experience working with the Senior Team in another Telecommunication Company.
Solution: Upskilled the Core SME Division Area Sales Leaders. Included digitalization education of the
various platforms as the organization becomes a technology company. We conducted a total of 7
workshops for this core group with constant liaison with the Various Heads of the Division. We still serve
the organization in their training to date.
5. Largest Brewery Company in the World for Internal New Managers Development
Program based on their Global Program
Challenge: Seeking a local partner to conduct their New Managers Development Program.
Solution: ATCEN was chosen as the training company after a rigorous selection process. It was a four-
month-long program with multiple sessions.
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Coaching Programs
6. A Bursa Listed Information Technology Provider- Senior Leadership Development
Program
Challenge: The company was looking to develop their Senior Management Team, one down from the C-
Level, to be more Entrepreneurial. The majority of the individuals were technocrats. The main objectives
of the 12-month program were to develop their business acumen, relationship management and
entrepreneurial mindset.
Solution: We facilitated the Senior Leadership Development Program, which comprises 8 participants and
nine different workshops, one day each over the 12 months. We successfully trained and completed all
the sessions. We were also selected to coordinate with another training provider to conduct all three
sessions between the SLDP and their Management Development Program (Managers reporting to those
in the SLDP). As a result, we still serve them in their training needs yearly.
7. A Global Electronics Marketing Company- Leadership Program for Key Distributors

Challenge: The organization was seeking to upskill their Distributor outlets across Malaysia. They want to
ensure that these selected outlets' Owners/ Managers have the necessary skills to sustain and expand
their business. Furthermore, the sessions were to build better engagement and brand loyalty with these
distributors. Each of the selected outlets sent 1 or 2 participants for training in Technical and Product
Knowledge (by electronic brands) and Management skills by ATCEN. In addition, we covered many
personal skills and helped improve people's leadership skills.
Solution: A total of 35 were selected. The project was over 14 months. All completed the six sessions
except for 5. The feedback from the participants was positive, and the company was happy with the
results after the session. The participants seek further sessions. The Electronic brand was pleased with the
result and the project work done by the distributor. They highly recommended us when we sought their
feedback to be awarded other opportunities within their group.
8. Large Japanese Electronic Company- Management Development Program

Challenge: The company was developing a Mid-Management Development Program with an external
vendor for the first time. The targeted group was 25 identified participants who reported to the GM or
AGM of the company. Most of the participants were Department Heads reporting to the Divisional
Heads (General Managers).
Solution: ATCEN oversaw the Management Development Program. We watched the independent
selection process of 60 individuals to 24 participants, Senior Managers or Managers, from various
departments across the 5000 people manufacturing plant. We completed the eight sessions with the
same group and 100% retained this group despite the VSS that happened that year.
9. Leading Japanese Polymer Producer in the Northern State- EDP and SDP for Better
Engagement
Challenge: The Management want to upskill their Executive (Team Heads-25 pax) and Supervisors (26
pax) in the area of Managing Others and specific skill sets. A total of 3 workshops (6 Days) for each
group. Selected companies have to conduct a comprehensive pre-analysis of the training needs.
Solution: The appointment was finalized several months prior; however, due to certain operation matters,
the program could only be conducted much later and within a short time frame. However, the feedback
from both groups was good and seeking more training in the year after which we attended to them.
Coaching Programs
10. Upskill the MLM Company for 3 Years Before Their Listing- MDP and EDP
Challenge: The company was seeking to have a comprehensive MDP and EDP for their staff each year.
Therefore, they were seeking a 9 to 12-month program for each segment yearly.
Solution: ATCEN assisted them for three years. We developed a comprehensive program that consisted of
training and project work. In the second year, we also conducted another program which consisted of 60
Supervisors (2 groups) undertaking a series of Personal Mastery Programs. Before they were listed, we
were given pink forms to apply for their shares before the listing.
11. Value and Entrepreneur Mindset for Largest Information Technology System Solution
Company in the World
Challenge: The company has just undergone a worldwide transformation. They want to instill in their staff
the need to be more empowered by making everyone think like a business owner. The project was
known as TOP.
Solution: A total of 40 Team Event was scheduled. We conducted 12 highly successful programs.
Unfortunately, specific directives from HQ and changes in their upper management resulted in a change of
direction in their Malaysian and Regional Operations.
12. Continuous 1st Year and Subsequent Batches of Management Trainee Program for
Global European Diary FMCG
Challenge: They started a Management Trainee Program in 2016 and want an external training provider
to assist them in developing the people.
Solution: We provided them with a training framework for developing the Management Trainee. We also
conducted many sessions for them in the initial two years. As a result, the retention percentage was nearly
100% for both years. From the 3rd year onwards, we worked with them on specific more strategic
programs as their Internal Team took over.
13. Develop Business Mindset for Managers in Large Malaysian Bank

Challenge: The Bank wants to increase the Business Acumen of its staff and understand the mindset of
the CEO of SMEs. Their aim was for better products and engagement with their potential clients. Also, to
re-look into the client evaluation process.
Solution: The ATCEN team conducted two three-day sessions on Business Acumen for over 50 participants
from all over the Bank. These included a 2-day workshop on the Entrepreneurship Mindset and Business
Acumen. Interspace between the two workshop days was a visit to 3 different companies on the 2nd day.
14. Increase the SME Business Customers for a Large Telco

Challenge: Company is interested in increasing their SME Business Marketshare.
Solution: We conduct a series of Business Acumen and related high-impact sales training for all their Sales
Leaders. They liked the outcome of the training and proceeded to ask for the TTT of the program which we
conducted for them as well.
15. Upskill all the Area Branch Managers and Area Managers In Malaysia for Large Telco
Challenge: Design and conduct a customised program for nearly 120 Branch Managers and Area
Managers across Malaysia.
Solution: We had a total of 5 groups consisting of North, South, East Malaysia and 2 central regions. All
groups have 5 workshops each on a wide variety of personal and team management skills. This included
Leadership, Communication, Presentation, Team Engagement and Personal Management.
ATCEN Experience in
CX and Contact Centre Consultancy – Case Studies
1. Alignment of Contact Centre Operations and Organizational Rebranding of Premiere Islamic Bank
● Targeted Participants: Every employee in Contact Centre and Corporate Communications
department
Challenge: Contact Centre was established but did not have the alignment with the new rebranding
Brand Personality and required processes and setting up of the Call Quality Department.
Solution: We provided Consulting services to clarify the As-is State and provided the necessary assistance
to achieve To-Be State. This included establishing the appropriate operational processes and ensuring
accurate Branded Customer Service alignment in telephony interactions establishing practices, trained all
staff and set up the Quality Monitoring Team to ensure proper practices were continued and brand
consistent.
2. A Brand New Contact Centre for a Malaysian Islamic Bank
● Targeted Participants: Every Employee in Contact Centre Included Inbound & Outbound
Challenge: The Bank at that time had a small inbound Customer Service team. They were seeking to set
up their contact centre in their new office building.
Solution: We consulted on their contact centre set-up and came up with our recommendations. Once
their Centre commence operations, we assisted them with their onboarding of people and Contact Centre
training till today. They regularly send their staff for upgrading skill and our certification programs till
today.
3. Company Wide CX Transformation with a Malaysian Trustee Company
● Targeted Participants: Service Training For Nationwide Up To Senior Managers, Team Leaders
and Senior Managers
Challenge: Their management was seeking to improve their customer service to customer experience.
Solution: We conduct a session on their customer roadmap to highlight their areas of customer
experience gap with their team. After that, we conducted 15 workshops consisting of Service Delivery
Transformation for their Service Transformation Team and Service Mindset Training for their Front-Line
Team.
4. Rebranding, CX Transformation & Digitalisation for a Large Malaysian Bank
● Targeted Participants: All Employees Included Customer Experience, Branch, Sales, Credit
Control and Contact Centre Department
Challenge: The Bank was undergoing a Major re-branding exercise after they acquired a smaller bank.
They were also taking the opportunity to improve their customer experience and digitalized it at the
same time.
Solution: We help them develop the Customer Experience Spirit within the Bank. The Customer Experience
Spirit replaced the brand values proposed by the most prominent branding company in the world. We
conducted many Customer Experience Initiatives within the Bank, such as Face to Face Service Quality
Interactions, Contact Centre Inbound Service Interactions, Credit Card Interactions, Collection Calls
Interactions and many others. We designed and implemented training under 3 key strategies – Mindset
transformation, engaged working environment and forming the right customer centric DNA. Overall, we
trained nearly 95% (6705) of all their customer-facing staff.
ATCEN Experience in
5. Contact Centre WFM for a Global Express Courier Company Regional Cent
● Targeted Participants: Develop In-house WFM Tool With Leadership & WFM
Team
Challenge: After a series of training with them, the company highlighted that they were
having problems scheduling their workforce in their Contact Centre. They were not able
to forecast if their staff force was sufficient to meet their Service Level Agreement.
Solution: We developed a forecasting tool and analysis tool that uses Erlang C for their
contact centre. The system was able to take into consideration the local Malaysian factors
like our holidays. We populated the tool with their inbound calls and other relevant
information. We trained them on the tool. 4 years later, and with an expanded team of 3
times in their next office (which became a Regional Hub), they were still using the same
tool. They were also Award Winners for their Contact Centre in Malaysia and Regionally.
6. Service Consistency Improvement for a Well-Known and FMCG in ASEAN

● Programs: Develop, Train, Internal Service Program
Challenge: The Regional Service Head saw many Customer Service level inconsistencies in
the various countries they serve. He was seeking an aligned service experience.
Solution: Working together with him, we developed a SEA regional customer experience
initiative that included the Training, Trainer Manuals and conducted the initial training to
commence for all their Customer Service Professionals in several countries.
7. From Inbound Customer Service to Full Fledge Contact Centre Operations for
Malaysia Largest Car Distributor
● Targeted Participants: Develop Entire Contact Centre Framework & Implement It
Challenge: This team started as a customer service department taking calls. It quickly
evolved into a 24 hours operation with insurance & road tax , appointment taking, car
breakdown service on top of the normal service call. Even their Distributors started
calling them for advice.
Solution: Worked with the Customer Service Management Team to align and change their
customer service policies. Re-examine their Operation Processes. We also consulted on
their Performance Management KPIs. 6 months after we completed the project, they
entered a regional customer service award and won.
ATCEN Experience in
8. Managing Difficult Customers Training for a Universal Bank in Malaysia
● Targeted Participants: Managing Challenging Customers and Complaints Training
for Nationwide Branch for (after merger process - BCB & Southern Bank)
Challenge: When these three banks merged to become one, they had different culture
and practices from 3 different banks. Furthermore, they were facing lots of challenges
from customers because of the integration issues.
Solution: The Bank decided that it was best for all their Branch Service Officers, Branch
Managers, and their Assistant to align to the values and service practices of the new
entity. After a series of discussion and trial runs, the ATCEN team conducted 57 full
sessions to cover over 1300 staff or almost 93 % of the selected staff force. The average
feedback score from the training was 89%. We conducted the sessions over a 30-month
period.
9. Enhancing the Corporate Sales Experience for a Large Telecommunication Provider

● Targeted Participants: SME Sales Personnel
Challenge: The organization penetration rate for retail customers was good. However,
they were not viewed as a serious contender for the large commercial companies .Their
Key Account Sales Team was looking at ways to increase their market penetration to
corporate clients.
Solution: Working closely with the Management team, we came out with a series of
intervention that included workshops, specific role-plays, client visits and key account
process system for all the 80 staff. Over the year, the organization increase their sales to
corporate by over 70%.
10. Customer Experience Transformation for Malaysia Largest Provident Fund Malaysia
● Remarks: 18 Years of Working (Since 2005 & On-going)
Challenge: With the most extensive customer base in Malaysia, they received many
complaints about their overall service levels. The new CEO then was seeking to enhance
their overall service experience and awarded the project to ATCEN.
Solution: We have been part of their Customer Experience Transformation since 2005,
managing the People development and Mindset Segments of the Project. We also
regularly consult with them on their new initiatives and technology improvement. Today,
they have received many accolades and is considered a benchmark for CX experience in
Malaysia for both the public and private sectors.
ATCEN Experience in
11. Contact Centre & Service Branches Transformation for a Large Malaysian Telco
● Program: Rebranding in 2006
Challenge: This hype and happening telecommunication company had launched their new
branding. The company had 600 participants that needed to internalize the new corporate re-
branding values and Customer Experience Initiatives in the newly expanded Customer
Experience Department.
Solution: We conducted a series of large Team Events for all their team members to internalize
their new values and create more alignment to the new brand. We followed up with intensive
customer Service workshops for the branch stores and contact centre.
12. Improving the Malaysia Branch Service Experience of a Top 3 China Bank
● Targeted Participants: All Branches in Malaysia
Challenge: They started with our training and later asked if there was a rating of customer
service performance of their front line branch staff.
Solution: We developed the front-line customer service rating measurement, which allowed them
to accurately measure the quality of the customer service interaction between their customer
and Service Officer and Tellers. It was incorporated as part of their Performance Management
System. The Bank also published the rating system as Internal Calendar Book for all their staff.
Furthermore, the whole system was translated into Mandarin, a Train-the-Trainer, conducted
and sent to China for their usage.
13. Global American Computer & Peripheral Company Service and Sales Initiative
● Targeted Participants: All Inside-Sales Personnel – Sales Customer Interaction
Challenge: A brand new Service and Sales initiative have just been role out by the Companies
HQ in the US. It was proposed, a group of American Trainers support Asia’s implementation
process for consistency and effectiveness. However, the Asia HQ found the cost to be too
expensive high and seek a competent regional trainer.
Solution: After several rounds of the selection process, ATCEN served as their regional trainer. We
conducted and trained the local staff on their global customer initiative, including Sales and
Service Professionals. Furthermore, after the initial sessions, they trusted us to customize the
training for the ASEAN Region. This continued for several years until the company was privatized.
14. Internet and TV Service Provider for Premium Hotels Worldwide Customer Experience
● Targeted Participants: All Malaysian Operations Staff From 30 to Over 200 Staff
Challenge: The company has operations worldwide and all their customer and client calls
routed to Malaysia. However, the team expertise was in technology support and they needed
more Customer Centricity when serving customers.
Solution: Working with the Operations Director, numerous processes in their operations were
enhanced. In addition, the staff were developed to be more customer-centric.
Our Clients
AB Mauri Digi Lee Kum Kee QSR Brands
ACSON Malaysia DKSH Malaysia Lembaga Hasil Dalam Negeri (LHDN) Reckitt Benckiser
AEON Credit DRB-Hicom Lembaga Tabung Angkatan Tentera (LTAT) ResMed
Affin Holdings Duopharma Luno RHB Bank
Agensi Kaunseling & Pengurusan Kredit (AKPK) E.H. Utara Holdings Lexus RHB Insurance
Agro Bank Eastern Pacific Industrial Corporation Maclean Services RIA IME
AHAM Asset Management Edaran Otomobil Nasional Mah Sing Group Ricoh
AIA Group Edaran Tan Chong Motor Majlis Amanah Rakyat (MARA) Robert Bosch
Air Asia ELK Desa Malakoff Utilities Royal Selangor Marketing
Airfoil Services ELKEN Malaysia Airlines Samsung Malaysia
Air Selangor Entegris Malaysia Airports Sanofi-Aventis
Ajinomoto Envo BPO Malaysian Life Reinsurance Sarawak Energy
Al-Futtaim Etiqa Insurance Malaysian Resources Corporation Sarawak Information Systems (SAINS)
Al Rajhi Bank Exxon Mobil Corporation Mandarin Oriental Kuala Lumpur Sarawak Metro
Alam Flora F&N Dairies (Malaysia) Manpower Staffing Services Seagate
Alliance Bank Felda Group Manulife Securiforce Logistics
Allianz Fibertex Personal Care Mary Kay Securities Industry Development Corporation
Amanah Raya FireFly Mass Rapid Transit Corporation SEGi College
Amanah Saham Nasional (ASNB) FoodPanda Malaysia Maxis Senheng Electric (KL)
AmBank Fuji Xerox Malaysia Maybank Group Shangri-La Hotels
Amcorp Fujitsu Telecommunications Mazars Shell
AmGeneral Insurance Gamuda MBSB Bank Siemens Group
Amway GCH Retail MCIS Silverlake
ASTRO General Electric MCMC Sime Darby
Atomy Gene Martino Measat Broadcast Network Systems SME Bank
Auto Bavaria Genting Malaysia Media Prima SME Corp
Averis Gleneagles Kuala Lumpur Mercedez-Benz Malaysia Sony EMCS
AXA Group Golden Screen Cinema Merchantrade Asia SP Setia
B Braun Medical Industries GRAB Malaysia Mesiniaga SRG Asia Pacific
Bacteria Free Water Filter Grand-Flo MIDA Standard Chartered Bank
Baker Hughes Malaysia Grand Millennium Hotel Microsoft Star Publication
Bangkok Bank Great Eastern MIDF Property StemLife
Bank Islam Gucci (Malaysia) MIMOS Success Electronics
Bank Rakyat Habib Jewels MISC Sudong (Singtel)
Bank Muamalat Hai-O Enterprise MIT Insurance Brokers Sumitomo Mitsui Banking Corporation
Bank Negara Malaysia Halal Industry Development Corporation Mitsubishi Motors Sunpower Malaysia Manufacturing
Bank of China HAVI Logistics MMC Corporation Sunway Group
Bank of Maldives HealthMetrics MNRB Holdings Suruhanjaya Syarikat Malaysia (SSM)
Bank Simpanan Nasional Heineken Malaysia Mr. D.I.Y SWIFT Support Services Malaysia
BASF Petronas Chemicals HeiTech Padu MSIG Insurance Symphony BPO
Bausch & Lomb HELP University College Mydin Mohamed Holdings Takaful Ikhlas
BBDO Asia Hilti Asia IT Services MYOB Asia Taylor's University
BD Agriculture Hitachi eBworx NAIM Telecontinent
Berjaya Sompo Insurance Honda Malaysia Nanyang Press Tele-Flow
Bermaz Motor Trading Honeywell Naza TTDI Telekom Malaysia
BigPay Hong Leong Group NEC Corporations of Malaysia TGV Cinemas
Blackhem Hospital Pusrawi Nestle Products The Food Purveyor
BMW Group HSBC Bank Nike Sales Malaysia The Hilton Group
Bonuslink Hua Yang Nirvana The New Straits Times Press
Boustead Huawei Technologies Nistrans TIME dotCom
Bridgestone IBM Malaysia Nokia TNB
British Council IBPO Group Northport TNT Worldwide Express
Brother International iFast Service Centre NS BlueScope Tokio Marine Insuranse
Bursa Malaysia IJM Corporation OCBC Bank Top Glove
ByteDance (TikTok) IKEA Malaysia OMRON Malaysia Toshiba
Canon Marketing Infineon Technologies Pacific Mutual Fund Touch 'n Go
Carlsberg Inokom Corporation Panasonic Tourism Malaysia
CCM Pharmaceuticals Institut Jantung Negara PayNet Toyota
Celcom Intel Malaysia PayPal Toyota Capital
Cement Industries of Malaysia (CIMA) International Medical University Pembangunan Sumber Manusia (PSMB) Toyo Tyres
Cerebos International School of Kuala Lumpur (ISKL) Penang Port U Mobile
Chin Hin Group INTI College Penang Skills Development Center (PSDC) UEM Group
Chuan Huat Resources IOI Group Corporation Perkeso UITM
Chubb Insurance IPG Mediabrands Pernec UKM Group
CIDB Iskandar Investment Perodua UMW Group
Cigna International Health Services Jobstreet Malaysia Petronas United Overseas Bank (UOB)
CIMB Bank Johnson Controls Pfizer UOA Group
Cisco Systems Malaysia Johor Corporation Pharmaniaga VADS
Citibank Malaysia Johor Port PHHP Marketing Vale Malaysia
ClubMed Jotun Paints PLUS ViewPoint Research Corporation
Columbia Asia KDU College Pokka Ace Volvo Malaysia
Continental Tyre PJ Malaysia Kementerian Kesihatan Malaysia Polyplastic Waterco
Credit Guarantee Corporation Kementerian Pelajaran Malaysia Pos Malaysia Watsons Personal Care Store
CTOS Data System Kenanga Investment Bank PPG Coatings Weir Minerals
Cycle & Carriage Kerry Ingredients Prasarana Western Digital
Daikin Refrigeration Malaysia Khazanah Nasional Prince Court Medical Centre Worldline
Danone Dumex KLK Oleo Group Prometric Technology X-FAB Sarawak
DayThree KPJ Healthcare ProMinent Fluid Controls Yeo Hiap Seng (Yeo’s)
Dagang Net Technologies KPMG Malaysia ProtectHealth Corporation YTL Corporation
Decathlon Malaysia Kumpulan Wang Persaraan (KWAP) Proton Holdings Zakat Selangor
Dell Asia Pacific Kumpulan Wang Simpanan Pekerja (KWSP) Prudential Zenith Media
Dhiraaghu Maldives Kuwait Finance House Public Bank Zuellig Pharma
DHL Group Lactalis Public Mutual Zurich Insurance
Writing for Business (eLearning)
by Reallyenglish
Writing for Business is an online writing course

designed for learners who need to improve their
business correspondence skills.
WRITING
Writing for Business covers over 100 everyday business situations
and provides realistic writing practice in the form of emails,
letters, reports, presentations and memos. Writing tasks can be
sent to a tutor for personal feedback (additional feature).
It can be used flexibly as a stand-alone course, or as a homework

supplement for students who need to improve their writing skills
in business contexts.
Those who are willing to study 2-3 hours a week over several
months will see a significant improvement in their ability and will HRD Corp
have increased confidence in managing communication with Claimable
colleagues in a wide range of business situations.
Choose this Innovative Learning
Program
● Writing for Business has 105 lessons

which follows the TOEIC 440+ syllabus
and covers B1-C1 CEFR.
● Key Content: Writing emails, Formal

letters, Reports, Presentations, and
Memos
● Writing for Business customises

learning for each learner based on their
recommended level.
● Topics and tasks that cover a wide

range of everyday business contexts.
● Structured practice to help learners

Step 1: Complete short Step 3: Start your lessons for 17 weeks plan, draft and finalize their writing with
writing test. (112 days), with 105 writing lessons helpful tips and model writing for
available.
reference.
Step 2: From the writing test, the Step 4: Complete 70 lessons in 112
lessons will be provided at their days and print the Certificate of ● Printable end-of-lesson reviews with
recommended level to choose from. Completion. model texts, dos and don’ts and useful
phrases.
ALSO AVAILABLE: ● Built-in progress updates and an end of
BLENDED LEARNING course test to measure improvement.
Qualified English Instructor to guide and support students
to improve writing skills.
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Please contact ATCEN’s Sales Team for more info.

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PROPOSAL FOR

United Overseas Bank (Malaysia) Berhad

United Overseas Bank (Malaysia) Berhad Training Program

Date: 27th March 2024

Ref: UOB Training Program Pro 20240326 v1.0

Connect FB: ATCEN | LinkedIn: ATCEN | YouTube: ATCEN | Instagram: @atcen.group

United Overseas Bank (UOB) is a prominent banking institution

This proposal is based on an in-house training request from Pauline of

ATCEN submits a proposal for UOB’s consideration. This program can

The proposal will also include the course objective, content,

This proposal outlines the following areas:

1) Effecting Business Writing Skills

▪ Meet Your Program Trainer

Connect with us digitally! Scan

Trainer : Dr Dayana Chaskar [see profile]

CONTENTS / SUB-CONTENTS METHODOLOGIES DURATION

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CONTENTS / SUB-CONTENTS METHODOLOGIES DURATION

Workshop Learning Outcomes

Methodology Who Should Attend?

Module Outline / Agenda

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Module Outline / Agenda

HRD Corp Claimable Course

Workshop Learning Objectives

Workshop Learning Outcomes

Module Outline / Agenda

2:00pm – 5:00pm 2:00pm – 5:00pm

Workshop Chronology Training Methodology

0830 Registration This course is essentially participative and practical,

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Connect with us digitally! Scan

Workshop Learning Outcomes

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Module Outline / Agenda

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Connect with us digitally! Scan

Trainer : Ken Ng [see profile] HRD Corp Claimable Course

Workshop Learning Objectives

Who Should Attend

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Module 4: Powerful Sales Presentation

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Connect with us digitally! Scan

Trainer : KEN NG [see profile]

Workshop Learning Objectives

Who Should Attend? Training Methodology

Back go Main Pages

Workshop Outline / Agenda

2:00pm - 5:00pm 2:00pm - 5:00pm (15min break)

Connect with us digitally! Scan

Trainer : Ken Ng [see profile] HRD Corp SBL-Khas

Workshop Learning Objectives

Workshop Outline / Agenda

10:45 am - 1pm 10:45 am – 1pm

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Corporate Documentaries and Training Videos

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Dr. Claire Keow

TRAINING AND FACILITATION EXPERIENCE