[For Staff Only]
New in-house training courses: "Techniques on Complaint Handling" and "Process Innovation and Optimization"
[僅供職員]
新一期內部培訓課程：「處理投訴技巧」及「流程革新及優化 」
Ref. No : QLOO-CJMAGZPosted by :QueenieLo/UMAC
Department :ADMO-HRSPosted Date : 06/10/2022
Category :
Bulletin
公告



Dear Colleagues,
各位同事：

To provide opportunities for your development, the Human Resources Section is going to hold the following training courses in November 2022:
為提供更多學習機會，人力資源處將於2022年11月舉辦以下培訓課程：

Techniques on Complaint Handling 處理投訴技巧
Course Title
課程名稱
:
Techniques on Complaint Handling
處理投訴技巧
Course Outline
課程大綱
:
This course allows participants to understand the cost and value of complaints, to apply the steps in complaint handling and to use appropriate skills in responding a face-to-face or phone complaint. Course content includes:
  • The positive attitude in handling complaints
  • Steps of handling a complaint
  • Ways to deal with difficult complainers

    此課程讓學員認識投訴的代價及價值，掌握投訴處理的步驟、應用恰當的應對技巧去處理面對面與電話投訴。課程內容包括：
  • 接受投訴的正確態度
  • 投訴處理技巧
  • 處理刁難的投訴人
Trainer
導師
:
Ms. Flora CHEUNG from Macau Productivity and Technology Transfer Center (CPTTM)
澳門生產力暨科技轉移中心 張佩華小姐

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

張佩華小姐於近年都有擔任澳門大學內部培訓課程之導師。多年來，她一直從事客戶服務及活動籌劃之相關工作，並在港澳政府部門的工作中積累了豐富的培訓和管理經驗。
Targets
對象
:
Senior Administrative Assistants and Administrative Assistants (or equivalent ranks)
高級行政助理和行政助理（或同等職級）
Dates and Time
日期及時間
:
4, 7, 9, 14, 18 /11/ 2022
(Every Monday, Wednesday and Friday /逢星期一、三及五)

18:30 - 21:30
Duration
總時數
:
15 hours (5 sessions in total)
十五小時（共五節）
Certification
證書頒發
:
Participants who achieve attendance of 80% (4 sessions) will be awarded a certificate
出席率達80%(4節) 之學員將獲發給證書
Language
授課語言
:
Cantonese
廣東話
Venue
上課地點
:
 TBC
Enrollment Deadline
報名截止日期
:
17 October 2022 (Monday)
2022年10月17日（星期一）
Enrollment Form
報名表
:
Enrollment Form.xls
Please note:
注意事項：
  1. Please fill in all the information requested in the enrollment form, or else that form will be voided.
  2. In case there are more than one applicant from the same unit, kindly be reminded to indicate the priority of each applicant. It is suggested to gather all the forms and submit to the respective head for filling in the priority.
  1. 請填滿報名表上一切資料，否則該表作廢。
  2. 當同一部門有超過一名員工報名時，務請分別指出各人的優先次序。部門可統一收集報名表後交給該部門主管填寫次序。

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

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

Human Resources Section
人力資源處