BATCH 36 : 6-7 FEBRUARI 2017 | 08:30 - 17:00 WIB | JAKARTA
Training | Consulting | Assessment
Mobile : 0813 1100 9800, 0812 802 8352 WA : 0813 1100 9800
Pin BB : 5FE266D1
E-mail : info@serviceleadership.web.id Website : www.serviceleadership.web.id
Setelah mengikuti pelatihan ini, peserta diharapkan mampu :
1. Memahami peran trainer sebagai fasilitator.
2. Mengelola bahasa tubuh dan suara untuk memperkuat poin pembelajaran.
3. Memahami prinsip-prinsip dalam mengelola lingkungan pelatihan. 4. Menggunakan alat bantu audio visual untuk memperkuat proses
pembelajaran.
5. Menggunakan berbagai jenis metode untuk merangsang proses berpikir dan membangun partisipasi peserta.
6. Menggunakan ice breaker dan energizer, musik, untuk menarik perhatian peserta dan mempertahankan mood belajar.
7. Mengantisipasi berbagai kejadian yang tidak terduga.
Tujuan Pelatihan
Memahami Peserta Anda
• Karakteristik dan sifat orang dewasa• Proses kerja otak manusia dalam proses pembelajaran : Reptil, Sistem Limbik & Neokorteks
• Preferensi belajar peserta
Membangun Kredibilitas Anda
sebagai Fasilitator Pelatihan
• Personal Conduct• Social Practice • Content Expertise
Menjadi Trainer yang “Powerful”
Merancang Sesi Pelatihan dan Keterampilan
Memfasilitasi
• Merancang run-down/training plain sesi pelatihan • Melakukan persiapan intensif ( Rehearsal) untuk
mengatasi rasa gugup dalam pelatihan • Tips-tips untuk pembukaan training yang efektif
Mengenal Berbagai Ragam Metode dalam
Pelatihan :
• Diskusi, Studi kasus, Film, Roleplay, Presentasi, Permainan, Demo, Simulasi
Bagaimana menampilkan materi Power Point
dengan menarik
Mengoptimalkan flipchart, white board dan
video selama pelatihan
Materi Hari 1
Mengelola Bahasa Tubuh dan
Kualitas Suara
• Posture, Gesture, Ekspresi Wajah
• Energi, Volume, Artikulasi, Kecepatan, Intonasi • Praktek
Tehnik Mengajukan Pertanyaan
• 5 Ciri pertanyaan yang baik• Contoh Pertanyaan Terbuka,Tertutup, Konvergen,Divergen dan Evaluatif
Tehnik Membangun Mood Peserta Panduan
memilih Ice breaker, Energizer, Musik.
Menangani Peserta Sulit
• Bagaimana menghadapi peserta :
“tidak nyambung”, pemonopoli, argumentatif, pengeluh, pendiam, bosan
• Mengantisipasi kejadian tidak terduga : peralatan elektronik, cuaca, keamanan
• Kiat menutup sesi dengan menarik
Materi Hari 2
Facilitator
Co-Facilitator
IRFAN PRASATYA
TOHAP SIMANJUNTAK
Irfan Prasatya adalah senior trainer Service Leadershipn , praktisi yang sangat berpengalaman di bidang Service Excellence, Leadership, HRD selama lebih dari 20 tahun, Berbagai posisi manajerial di berbagai perusahaan ternama pernah beliau jalani antara lain: Personnel Manager Hyatt Regency Hotel Bandung, Training Manager Bintan Lagoon Resort, Training Manager PT. TNT Express and Logistics Indonesia, Corporate Director of Human Resources and Quality Assurance, PT Sobek Bali Utama, PT. Bali Berpetualang Dialam, PT. Taman Burung Citra Bali International.serta General Manager HR dan GA, di Grup Restoran terkemuka (Mr. Baso, PT. Rice Bowl, Gloria Jeans Coffe). Kompetensi Irfan dalam mengajar berbagai topik service didukung oleh pengalamannya yang pernah berkarir sebagai Training Consultant di Service Quality Centre Indonesia (SQCI). Saat ini Irfan merupakan trainer professional untuk topik Leadership Service Excellence, Communication Skills ,Team Building serta Presentation Skills. Beberapa perusahaaan yang pernah menjadi klien beliau antara lain Bank Mandiri, Bank Permata, Bank Danamon, Bank CIMB Niaga, BNI, Bank UOB Buana, Bank Indonesia, Bintang Tujuh,Oracle, Coca-Cola, Nestle, ila Hotel, RS Pluit, Pertamina Hospital, Conoco Philips, Telkomsel, Bea Cukai, HM. Sampoerna , Bakrie Brothers,Gandum Mas Kencana, Grage Hotel Cirebon, RS Pertamina, RS Pantai Indah Kapuk, Cussons,The Harvest, Water Boom, Sriwijaya Air,Yamaha Music Manufacturing, PT Daya Adira Mustika, PT Indomaret , PT Wartsila, PT. South Pacific Viscose, PT Tota Indonesia, PT Indonesia Power, PT Allstom, PT Metrodata, PT Indah Kiat Pulp and Paper, PT Waterbom, PT Bintang Tujuh.
Irfan Prasatya adalah lulusan Hotel Manajemen dan Ilmu Sosial Politik serta mendalami Metodologi Pendidikan dan Pelatihan dari International Training Centre, di Turino, Italia.
• Certified MBTI Practitioner, CPP International Singapore • Certified DISC Trainer, DISC Indonesia – WILEY USA
• Certified Behavioral Analyst (CBA) , The Discovery Institute Singapore
Tohap adalah Managing Director Service Leadership, perusahaan penyedia jasa pelatihan dan HR Consultant yang telah memiliki ratusan klien perusahaan dengan pengalaman lebih dari 15 tahun. Sebagai praktisi bisnis, dia pernah menduduki posisi manajerial di Industri perbankan, media consultant dan pernah memperoleh penghargaan sebagai The Best Team Manager se-Indonesia.
Tohap memiliki kompetensi di bidang Leadership, Competency Model Design and Assessment, Training for Trainer, Training Analysis, MBTI dan DISC Profile. Dia merupakan Certified MBTI Practitioner dari CPP International Singapore, Certified DISC Trainer dari DISC Indonesia / WILEY USA dan Certified Behavioral Analyst (CBA) dari The DisCovery Institute .Tohap Menyelesaikan pendidikan formalnya di Fakultas Ekonomi Universitas Indonesia.
Our Clients
Banking
Mandiri, Bank Permata, Bank CIMB Niaga,Bank UOB Buana, Bank OCBC, NISP,RBS Bank, Bank Mega, Bank BNI, ANZ Panin Bank, Bank Danamon. Indonesia,Bank ICB Bumiputera, BRI ,BII, BPD Riau, Bank Windu Kencana
Mining , Oil and Gas
Conoco Philips Indonesia, Tately Indonesia, Hess Indonesia, Mandiri Inti Perkasa, Tunas Inti Abadi, Nusantara Berau Coal, PT Depriwangga OM
Government
KPK, Lembaga Administrasi Negara, Departemen Keuangan, Kantor Pusat Pengelolaan Ekoregion Makasar, Perum Bulog
Manufacture, Consumer Goods & Distributor
Holcim Indonesia, Sanyo Electronic Indonesia, Rentokil Indonesia, Otto Pharmaceucal, Carrefour Indonesia, Daya Adira Mustika, Produksi Bersih Benefita, Nokia In Touch, Unisem Batam, Panarub Industry, Dexa Medica, Wyeth Indonesia, Sorini Towa Berlian Corp, Serasi Auto Raya, PT Astra Agro Lestari, PT Wiraswasta Gemilang Indonesia, PT Indomaret,PT Chingluh,PT Indofood, PT Trans Ice, PT Otsuka Indonesia, PT Bridgestone Tire Indonesia, PT Angsa Emas Perdana, PT Fluidcon, PT Molex Ayus Pharmateucal , PT Perfeti Vanmelle , PT Avocet, PT Onna Prima Utama, PT Fluidcon Jaya, PT Gearindo Prakarsa, PT Capella, PT Musim Mas, PT Suprabakti Mandiri, PT Dharma Guna Wibawa
Service
PT DHL Express Indonesia, PT Sushitei Indonesia, PT Prodia Widhaya Usada, PT Fitness First, PT Aplikanusa Lintas Arta, Putra Property, PT Indocater, PT Morigan Service, PT Wartsila, Trans7, PT Swakarya Insan Mandiri, PT Sodexo, PT GlobalSaftindo, PT Personel Alih Daya , Senayan City, World Vision Indonesia, PT Sumberdaya Sewatama, Warbis Rasuna, PT World Vision, PT Sanetcom Balikpapan, Balai Pengamanan Fasilitas Kesehatan Surabaya Indonesia , PT Gapura Angkasa , PT VADS Indonesia , PT Link Match Graphic, PT Digital Fiducia Indonesia, Koperasi Astra International, PT CBN, PT Pertiwi Agung, PT Pandu Selamat Utama,RS Telogorejo Semarang, PT TNT Skypak International, RS Annisa, PT Insan Lancang Pratama
Education
High Scope, The British Institute, Sekolah Stella Maris International, STIE Perbanas Surabaya, Sekolah BPK Penabur Bandung, Universitas Bina Nusantara, PT RDC, YPPTI (Indonesia Mengajar), Balai Diklat Tambang Bawah Tanah, YPI Semarang
Insurance and Financial
Asuransi Astra Buana, Asuransi Bintang, AJ Great Eastern Life Indonesia, Commonwealth Life, Asuransi Jiwa Inhealth Indonesia, PT ANJ Finance, PT Verena Oto Finance , PT Monex Investindo Futures, PT CIMB Niaga Auto Finance
Modul Pelatihan
Program Inhouse Training dan Kelas Publik
• Excellent Supervisory Skills
• Advanced Leadership Skills
• Coaching and Mentoring
• Assertive Communication Skills
• Problem Solving and Decision Making
• Time Management
• DISC Profile
• MBTI
• Team Building
• Handling Diificult People and Situation
• Excellent Service Interaction
• Complaint is A Gift
• Service Crucial for Manager
• Strategic Customer Experience
• Customer Satisfaction Measurement
• Train The Trainer
• Training Need Analysis (TNA)
• High Impact Presentation Skills
• Strategic Compensation and Benefit
• Mastering Competency Design Model
and Assessment
• Assessment Skills
• Employee Engagement
• KPI and Performance Management System
• Job Analysis and Job Evaluation
• Industrial Relation
• Talent Management
• Behavioral Event Interview
• Expanded DISC
• Myers Briggs Type of Indicators (MBTI)
• Outsourcing Management
• UU Ketenagakerjaan
Leadership
Service Excellence
HRD
Service Leadership is a Service Quality & Human Resource Consulting firm dedicated to creating sustainable high-performance organizations. We provide consulting & training to :
• Create high-performance cultures that drive bottom-line results and reinforce your organization’s mission and values.
• Develop leaders at all levels who can manage the business and inspire your employees. • Align employee self-interest, energy and talents with your organization’s strategy.
Training | Consulting | Assessment
Mobile : 0813 1100 9800, 0812 802 8352
WA
: 0813 1100 9800
Pin BB : 5FE266D1
E-mail : info@serviceleadership.web.id
Website : www.serviceleadership.web.id
Consulting Services
Quality Customer Service is important for all
functions start from front liners as representative
of the company to back office as backbone to
support all process to make sure service is
delivered timely by frontlines. We assist Client
to enhance organization service culture.
Type of common consultation request such as :
• Set up Service Standardization
• Define Service Measurement
• Implementation Service Monitoring
• Set Up Service Assessment / Service Audit
• Conduct Mystery Shoppers
Identifying capacity and measure productivity
is the key of operation management. We help
to asses current operational issues and come
up with recommendation and implementation.
We assist client to run day to day operations in
structure and effective way.
Operation Excellence Consultation would be :
• Define Capacity Planning
• Design Operation Management Blue Print
• Set Up Process Standardization
• Conduct & implement Process Improvement
• Set Up Customer Care/Service Desk
People are the most valuable assets an organization
could have. Through employees, an organization
can create a sustainable competitive advantage.
Whether you are a new venture or an existing
organization we at Service Leadership can help
you organize, manage and develop your human
resources more effectively.
We provide the following Human Resources
consultation services :
1. Preparation of HR Policies, Procedures and
HR Manuals/Handbooks
2. Setting up Organizational Structure & Authority
Matrix based on a work flow analysis
3. Job Analysis and Job Design
4. Pay Structure/Compensation Plan
5. Recruiting and Selecting Procedures
6. Performance Measurement and Appraisal
Programs.
Service Quality
Operational Excellence
Investasi & Registrasi
Full fare 6-7 Februari 2017
Rp 2.500.000,- /peserta
Penawaran dan keterangan lain :
Hubungi Kami Segera.
6-7 Februari 2016 | 08:30 - 17:00 WIB | Jakarta
TRAINING FOR TRAINER
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Payment Method
Payment can be done by using
the account number below :
Bank BCA Cabang Jatinegara
A/N
: CV Prima Sinergi
No Acc. : 7600396913
Please put note :
[SEMINAR TITLE] and [YOUR
COMPANY’S NAME] on the
payment instruction.
Training | Consulting | Assessment
Mobile : 0813 1100 9800 : 0812 802 8352 WA : 0813 1100 9800 Pin BB : 5FE266D1 For more information :
serviceleadership.info@gmail.com Or visit us at :
www.serviceleadership.web.id Mampang Prapatan VI No. 51 Jakarta 12790
Phone : (021) 797 51 58
Training | Consulting | Assessment
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