ALL-ABOUT COMMUNIQUE SDN BHD

C O M M U N I C AT I O N A N D
BU I L D I N G R E L AT I O N S H I P

SBL-KHAS SCHEME
Programme Code: 6416

Under the SBL-KHAS Scheme, employers are not required to pay training fees to training providers. The fees will
be paid by PSMB to the training providers concerned on behalf of employers, based on claims submitted by training
providers, upon the completion of training. PSMB will debit the fees claimed to employers’ levy accounts. For daily
allowances claimed which may comprise of food, lodging and transportation including airfare (if applicable),
employers are required to submit their claims to PSMB based on stipulated guidelines. Claims must be submitted
after the completion of training.

Copyright © 2010 All-About Communique Sdn Bhd. All Rights Reserved.

This document contains proprietary and confidential information and is intended solely for the purpose of submitting a business
proposal for the consideration of the intended recipient(s). Please be informed that any perusal, use, distribution, copying or
disclosure of the content of this document or any part thereof by anyone other than the intended purpose, is unethical.
 ALL-ABOUT COMMUNIQUE SDN BHD

DURATION

A two-day program @ 9.00 am – 5.00 pm

I N T RO D U C T I O N

Diversity within an organization can be a powerful force; however, these same differences can
also lead to friction and misunderstanding. One person’s style of communication or leadership
may directly conflict with the style of another - resulting in stress, frustration and loss of
productivity.
In a healthy organization, where there are appropriate channels and ways of expressing
differences, disagreements are a natural part of working together. In fact, a certain degree of
“creative conflict” can be energizing. However, when differences lead to personal confrontation,
inappropriate aggression or intolerably high levels of tension - something then must be done.
By comparing the patters of those involved, participants can gain an objective understanding of
the similarities and differences of communication dynamics and styles that potentially contribute
to the difficulties. Armed with such knowledge, and experiential dynamics with case study,
participants could work out an approach to achieve a win-win situation that will be more
acceptable to, and effective with, the people involved.

LEARNING OBJECTIVES

At the end of the program participants will:

• Understand how communication works
• Gain active listening and responding skills
• Start to see things from other points of view
• Manage their assumptions more effectively
• Understand their own communication strengths and challenges
• Relate to how others may see them
• Recognize obvious and inherent messages via body language
• Increasing confidence
• Difficult people or situations
• Filling up your communication tool kit

COURSE CONTENTS

What are the course contents?

• Communications dynamics and how it works

• How vocal tone communicates
• How words communicate
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• Impact of body language

• Personal history and communication skills
• How “head stuff” affects communication skills
• Communication by eye contact
• Difficult situations communication
• Communication strengths

Module 1: Communication dynamics - how it works

This is an introduction to the dynamics of face-to-face communication skills - looking at what
affects the participants and how they might take more charge of situations.

It gives an overview of how communication works at its best, identifying where it can go wrong.
We 'unpick' all the elements that go into effective communication and explain to people how they
can be more in charge of the communication dynamic.

Module 2: How Vocal Tone Communicates

We have a range of exercises which experiment with the effects of variations of tone.

Each person will have the chance to identify their usual default style and also consider how their
tone affects the way that they may be perceived.
From there we will practice ways to turn up and down different aspects of our natural style. In
unpicking how to achieve the tone to choose for specific purpose, participants can see how they
can do so consistently.

Module 3: How Words Communicate

We have fun looking at ways to deliberately mangle our message and bury its meaning under
waffle, padding and jargon. The premise being that if we know how to make our
communications worse, we can also see how to make them clearer.

From here, we may get to share one of our best communication skills exercises which offers
everyone a failsafe way to deliver a clear key message.

Module 4: Impact of body language

We have a variety of exercises to demonstrate the power and control the listener has, through
body language and attitude. Making ourselves consciously aware of our options means that we
can remain on a front foot when it comes to communicating effectively.

From looking at the effect of our listening skills, to creating the first and the lasting impression
we choose, we will offer a range of tools and techniques that can really make a difference.
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Module 5: What does your History have to do with Communication Skills?

What makes us who we are inside and outside of work? What is our history or our form with
particular sorts of people, particular subjects in particular scenarios?

We will chew over those challenging situations and interactions that trip us up. Over the course
of the communication skills day we will practice some do-able and positive approaches which
may help us next time. In particular, we will look at how to ensure that our history only gets in
the way if we want it to.
We will be looking for those small changes to our words, tone and body language that might
make a big difference next time.

Module 6: How “Head Stuff” affects Communication Skills

What makes us who we are inside and outside of work and how does that impact on the sense we
make of others and they of us? When was the last time you got something wrong? When were
you last misunderstood?

Miscommunication seems to happen most when we base what we do on assumptions,

perceptions and misconceptions rather than upon objective fact. After exploring why and how it
happens, we will look at what you can do about it.

Module 7: Communication by Eye Contact

One of our most vital communication skills is eye contact and its effect upon the communication
dynamic. Back to assumptions again, but what do we make of those who avoid looking at us
directly or else those who seem to hold our gaze too long?

We will discover what happens when we deny or intensify our eye contact in difficult
communications. Our intention will be to uncover what the most effective ways might be to
approach the situation next time.

Module 8: Difficult Communication Situations

Throughout the day participants will have applied some of our exercises to their real life
experiences. Where we have extra time we might also look to recreate communications when
they were unsatisfied with the outcome.
The idea is that we will draw upon any of the tools and techniques covered over the course of the
day.
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Module 9: Working to Your Communication Strengths

Everyone will give a brief description of what they already do that they know works about them.
They will then have chance to reflect upon how others see them through the feedback of others.

R E G I S T R A T I O N D E TA I L S

In House
Training Fee :RM4,500.00/day for 15 - 25 pax (to ensure effectiveness) for two days
training.

The fees include training notes, certificate of attendance and full report.

Payment: Crossed cheque should be made payable to “All-About Communique

Sdn Bhd”. Payment should be received latest on the training day.

How To Register: Fax Confirmation E-mail Confirmation

+605.322.4042  azzieyah@allaboutcommunique.com

Cancellation: Any cancellation will be subject to 50% payment if it is done within one
week from the program date and payable in full if done within 48 hours.

HRDF Contributors: Complete the SBL Form and send to HRDB office together with this
brochure. Prior approval is required from HRDB to claim
reimbursement of training fees.

TRAINER’S PROFILE

Raja Yasmin Raja Yusof has more than 12 years accumulated experience in communications and
public relations.

She started her career as an English teacher in 1995 before she moved to join a student placement
consulting company, Intellect-Asia (Malaysia). In her role as the PR/Counseling Executive, she
liaised and interacted with various offices from the universities in UK i.e. International/Overseas
Student Offices and Admission Offices to find suitable placements for Malaysians for tertiary and
postgraduate education. She also worked very closely with sponsoring agencies like MARA and
JPA and related companies in providing education opportunities information of universities in UK
for these bodies.

She joined Projek Penyelenggaraan Lebuhraya Berhad in 1996 and was put in-charge of Staff
Recruitment and Development. She initiated the in-house training in Business Communication for
the Executives and Support Staff of the company and its subsidiaries. She was also the trainer for
the Business Communication courses run in-house. Apart from training, she undertook the
responsibility in coordinating and developing the content for the publication of the company’s
official newsletter, BERSAMA.
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In January 1998 she joined Universiti Teknologi PETRONAS as the Executive, Student
Recruitment. In 1999 she was appointed as the project manager to spearhead the Education
Management System, an ERP relevant for Education Division PETRONAS. She led a team of
Consultants from the then Andersen Consulting, Group Information Resource Management,
PETRONAS, System Business Support Department of PETRONAS and all Education outfits in
PETRONAS – UTP, INSTEP, ALAM, PERMATA and Education Sponsorship Unit (ESU),
PETROSAINS and PETRONAS Resource Center. Amongst the achievements include the
compilation of Business Scenario of the users, and Request for Information documents to solicit
proposals from various solution providers. The team also managed to prepare a comprehensive
communication plan to address people issues (change management) upon the implementation of
the new ERP.

In 2000, she moved to join the Corporate Services Department of the same University. She was
involved in various communication roles. She was the Editor for the University’s Corporate
Newsletter, a Secretary in the University’s Publication Committee and she handled Media
Relations for regional and national levels, event coordination especially in publication, and
administration and review of the service delivery of panels of advertising agencies at the
University.

In emceeing, she has more than 10 years hands-on experience. She started being an emcee
actively at Projek Penyelenggaraan Lebuhraya Berhad in 1996 and continued when she was with
Universiti Teknologi PETRONAS. She emceed formal and informal functions of the University
as well as PETRONAS Education Division attended by local and international dignitaries as well
as royals.

Raja Yasmin who holds a B Ed (Honours) TESL degree (Universiti Kebangsaan Malaysia) and is
an affiliate member of Institute of Public Relations Malaysia. Amongst the trainings that she has
successfully conducted include Social Etiquette, Business Etiquette, Business Communications for
Executives, Public Speaking, Powerful Presentation Skills, Writing for Corporate
Communications, Customer Service Excellence, Leadership and Supervision, Media Relations, and
other related PR, Communications and Language Trainings.

Participants who have benefited from her programs include those from PETRONAS, Asean
Bintulu Fertilizer-PETRONAS, Institut Kemajuan Ikhtisas Pahang (IKIP International College),
Lebuhraya KESAS Berhad, Malaysia Marine & Heavy Engineering Sdn Bhd (Malaysian Shipyard
& Engineering Sdn Bhd), Sanden International (M) Sdn Bhd, Schenker Logistics (Malaysia) Sdn
Bhd, Zara Foodstuff Industries Sdn Bhd, Gardenia Bakeries (M) Sdn Bhd, Yeoh Hiap Seng
(Malaysia) Berhad, PETRONAS Carigali Sdn Bhd, Elektrisola (Malaysia) Sdn Bhd, Trans Thai-
Malaysia (Malaysia) Sdn Bhd, PETRONAS Dagangan Berhad, Naza Motor Trading Sdn Bhd,
PETRONAS Penapisan Melaka Sdn Bhd, MLNG Sdn Bhd, Ban Seng Lee Industries Sdn Bhd,
Affin Bank, Universiti Teknologi PETRONAS, Bank Negara Malaysia, THS Resources Berhad,
SapuraAcergy Sdn Bhd, Multimedia Development, Club Med, Kimberly-Clark Products,
Masterplan Consulting, 2L Bersatu, Rubberex, Hewlett Packard, Equatorial Hotel, just to name a
few. RajaYasmin is also a HRDF Certified Trainer.