INTERPERSONAL SKILL PROGRAMME
This two-day program equips hospitality professionals with the skills and mindset to deliver memorable guest experiences. Through interactive, hands-on learning, participants will master professional engagement, confident complaint handling, and personalized service that drives loyalty and positive reviews.
Who Should Attend
- Supervisors, managers, frontliners, and professionals seeking to strengthen workplace relationships, enhance communication, and boost team effectiveness.
TRAINING METHODOLOGY
This programme blends knowledge with practice to ensure lasting learning and workplace application:
- Interactive Lectures – Present key concepts in an engaging and participatory format.
- Role Plays – Simulate real scenarios to practice effective responses and build confidence.
- Self-Assessments – Encourage participants to reflect on strengths, gaps, and growth areas.
- Group Challenges – Foster teamwork, problem-solving, and creative thinking.
- Case Studies – Analyze real-world situations to connect theory with practical solutions.
COURSE OBJECTIVE
By the end of this programme, participants will be able to:
- Understand the importance of interpersonal skills in workplace success.
- Apply active listening and effective communication techniques.
- Build rapport and trust with colleagues, clients, and guests.
- Develop emotional intelligence for better workplace relationships.
- Manage conflict and handle difficult interactions.
- Collaborate effectively within teams and across departments.
Course Content
Day 1: Foundations of Interpersonal Skills
Session 1: Introduction to Interpersonal Skills
- What are interpersonal skills?
- The role of interpersonal effectiveness in hospitality & business
- Self-awareness and first impressions
- Activity: Icebreaker – “Strengths I bring to relationships”
Session 2: Verbal & Non-Verbal Communication
- Choosing the right words for clarity and influence
- Tone, posture, gestures, and eye contact
- Aligning body language with spoken words
- Activity: Paired practice – “Say it without words”
Session 3: Active Listening & Empathy
- Listening to understand, not just to respond
- Empathy in service and teamwork
- Questioning techniques to deepen connections
- Activity: “Listening Triads” – speaker, listener, observer
Session 4: Building Rapport & Trust
- Establishing credibility and connection
- Finding common ground with others
- Consistency and reliability in relationships
- Activity: Group exercise – “Building trust in action”
Day 2: Applying Interpersonal Skills at Work
Session 5: Emotional Intelligence in Relationships
- Self-awareness, self-regulation, motivation, empathy, social skills
- Recognizing and managing emotions in self and others
- Using EQ to improve workplace interactions
- Activity: Emotional intelligence self-assessment
Session 6: Conflict Management & Difficult Conversations
- Common causes of workplace conflict
- Conflict resolution strategies (win-win approach)
- Giving and receiving constructive feedback
- Activity: Role-play – “Handling a difficult colleague/guest”
Session 7: Teamwork & Collaboration
- Importance of teamwork in hospitality & service industries
- Roles, responsibilities, and internal service
- Building synergy across departments
- Activity: Team challenge – “The Marshmallow Tower”
Session 8: Action Planning for Interpersonal Growth
- Reflection on strengths and areas for improvement
- Setting personal goals for interpersonal skill development
- Building habits for long-term relationship success
- Activity: “My 30-day Interpersonal Growth Plan”
Enquiry
Or Call Us : +6016 338 2229
Course Schedule
Date: 2 Days
Time: 9 AM – 5 PM
Course Fee
Inclusive of training material, certificates & meals.
Our course is HRDF claimable.
Contact us to claim for promo rate.
Location
Axon Consultancy Sdn Bhd
No. 2-2, Plaza Usahawan Genting Kelang,
Jalan Danau Niaga 1, Taman Danau Saujana,
53300 Kuala Lumpur.
Certificate
- A Certificate of Attendance will be issued upon meeting the following criteria.
- To qualify for the award of the award of the Certificate of achievement, a participant must achieve 100% attendance and participate in all team discussions
Registration
Enquiry
Or Call Us : +6016 338 2229
About The Trainer & Programme
To know more about our trainer, download brochure.