SPEAK UP!

– Facing Difficult People

and Conversations Confidently

Connect with us digitally! Scan

the QR code for access to our
Date : 23rd – 24th May 2024 social media and website:

Venue : Wyndham Grand Bangsar Kuala Lumpur

View the Introduction of this Workshop on: https://bit.ly/ATCENSpeakUp
Workshop Description
All Executives need to communicate to a wide variety of people from their boss, fellow peers and even
external parties such as customers and vendors. They must have the skill to be both empathetic and
caring yet assertive at times. This is especially true when issues need to be raised to ensure organization
values and rules are followed and any disruptive behaviour is stopped. However not all are able to initiate
or manage them-self professionally in such a situation whether this is with their bosses, peers,
subordinates or external parties suppliers

This is particularly true when the situation becomes hostile and when strong feelings are involved. Some
manages prefer to avoid it all together and sweeping all these under the carpet. This 2-day workshop
introduces the participants to the key elements and practical techniques associated with having an
effective courageous communication.

Workshop Learning Outcomes

· Learn that communication never stops
· Be able to articulate our thoughts and opinions to others confidently
· Understand our personality and using it to enhance relationships
· Be assertive with others on what needs to be done
· Practice giving feedback to our staff in a supportive manner;
HRD Corp Claimable Course
· Be able to communicate with flair, facts and empathy
(SBL-Khas)
· Demonstrate professionalism when interacting with staff and peers;
· Practice framing the courageous conversation to ensure influence,
impact and effectiveness of conversation
· Improve self-confidence in speaking up for courageous situations by
using various techniques

Contact us
info@atcen.com
Who Should Attend?
• Senior Managers +603-77282623
• Managers
• Team Leaders +6018-2330760
• Senior Executives
SPEAK UP! – Facing Difficult People and Conversations Confidently
23rd – 24th May 2024, Wyndham Grand Bangsar Kuala Lumpur

Module Outline / Agenda

Day 1
9am - 10:30am
Module 1A: Communicate Non-Stop
• The Communication Model –We Communicate Always
• The Reality and Facts vs Perception and Fear
Online Activities/Exercise: What am I comfortable with and
what do I fear in conversations
10:45 am - 1pm
Module 1B: Practice Open Communication: The Power
of Human Connection
• Personality Profiling to Enhance Communication and
Relationship with Others
• Human Connection – High Tech vs. High Touch
Online Activities/Exercise: DiSC Profiling (Describing Me
and others)
[Watch Video to learn more: https://bit.ly/ATCENDISC]
2pm - 3:30pm
Module 2A: The Need to be Assertive
• Passive, Aggressive and Assertive
• What is Assertive and What is Not
• The Power of Being Assertive
• What is Conflict?
Online Activities/Exercise: Dissecting a Movie on Passive
Aggressive and Assertive Behaviours
3:45pm - 5pm
Module 2B: Assertiveness Behaviours
• Saying “No” To Unreasonable/Unrealistic Demands
• Telling Others What You Want - Asking For Things
• Providing Feedback to Others using BIS
• Expressing Opinions Effectively - Getting People To Listen
Online Activities/Exercise: Role Plays on responding to
assertiveness behaviors
Day 2
9am - 10:30am
Module 3A: Framing a Courageous Conversation
• Types of Courageous Conversation
• What Is Your Story- Emotions Vs Facts?
• Anchor Your Conversation Content with GPS (Gap,
Pattern & Solutions)
Discussion: Using a case study to break down the steps of a
courageous conversation and the emotion vs facts
10:45 am - 1pm
Module 3B: Anchoring The Courageous Conversation
• The Stages in a Conversation
• The 3H to Move forward
• Managing the Stages of Anger and Intensity of Conflict
Role Plays: Courageous Conversation Practice 1 and 2
2pm - 3:30pm
Module 4A: Having Assertive and Courageous
Conversation
• The Difference in Communication Upward, Down, Peer
and Customers
• The Power of Apologizing and Being Neutral
Role Plays: Courageous Conversation Practice 3 and 4
3:45pm - 5pm
Module 4B: Directions for A Courageous Conversation
When Reporting
• Using SOOAR and SCARED Techniques for Speaking to
Management
• DESSC for Serious Staff Communication
Activity: Using SCARED to communicate between
[Watch Video to learn more: https://bit.ly/ATCENSCARED]

Workshop Chronology Training Methodology

0830 Registration The training methodology will be
0900 Workshop Start based on the ATCEN PEAK
1030 –1045 Morning Break methodology.
1300 –1400 Lunch This includes:
1530 –1545 Afternoon Break • Group activities
1700 End of Workshop • Exercises
• Discussions
Chronology applies for Day 1 and • Presentations
Day 2. • Lots of reflection and sharing
 Meet Your Trainer
Jay Kumar
Jay Kumar advocates that an “unexamined life, is a life not worth living” – Socrates. Hailing
from a state famous for its food, Jay picked up Hokkien while growing up, apart from other
languages he speaks. He is a sought-after consultant and trainer in Customer Experience,
leadership Management, Communication and Organizational Culture Development
programs. Jay has innate drives to coach and develop human capital globally to achieve their
highest potential through competency based training and behavioral development. Hence,
he has consulted and trained various industry players throughout Malaysia and Singapore in
quality performance management, customer advocacy management, customer quality
management, managerial and leadership skills, customer service skills, communication skills
and various soft-skill programs.

Jay is qualified with a Diploma in Computer Studies and Business from the National Center of Computers (NCC) from
the United Kingdom and attained a Bachelor of Science in Psychology and Communication from Upper Iowa University
in the United States. He was a leader in various fraternities and organizations while working with the university as
well. He is a certified professional trainer under ARTDO International and is currently pursuing his Masters in
Organizational Psychology.

Jay has 18 years of work experience in various industries throughout Malaysia, he strongly believes that developing
human capital in the area of service is the key fundamental aspect of any successful business and that service itself
needs to grow towards the higher expectations and consumer experience in current competitive industries. He started
out his career in the service industry, managing reputable restaurants in Penang. He was in hotel management when
he first came to KL, and later joined a contact centre of a multinational company for 8 years that provides IT solutions
for corporate and consumer customers globally. Jay has developed various competency framework management and
training development program in customer service, customer experience and performance leadership management in
which Jay has his niche in. Having experience being in operations, management and consultation, he can relate to
current people development issues and challenges faced by the many organizations. In addition to that, Jay also has a
few years of experience in sales and marketing, advertising, public relations consultation and as a Training Manager
for a facilities management company.

Within his years of experience, he has successfully executed different ad-hoc projects, such as developing high service
standards for service industries, quality process improvements, human resource management, recruitment
management, talent development framework, mystery shopping, producing and conducting major corporate events
and team-buildings for reputable companies, making him versatile, adaptable and experienced in delivering quality
training for his clients.

Jay has helped trained in-house specialized industries, reputable multi-national, government-linked and local
companies such as F-Secure Corporation, IBM, HILTI Asia, Hewlett-Packard, Celcom Axiata, Telekom Malaysia, POS
Malaysia, DXC Technology, VADS, Singtel, OPTUS (Australia), ASTRO, DHL, Kraiburg TPE, A&H Meyer, DRB-HICOM,
Penang Skills and Development Centre (PSDC), Multimedia University (MMU), Taylor's University, SP Setia, Tropicana
Corporation, CITY Facilities Management, SPR Energy (Sabah), Shell (Brunei), Big Dutchman, Kerry Ingredients
Malaysia, Jotun Malaysia, GBA Corporation, SNE Marketing, IPG Mediabrands, AXA Assistance IPA (Singapore), Tenaga
Nasional Berhad, Jabatan Bekalan Air Malaysia, Institut Jantung Negara, Ministry of Health Malaysia, Novotech Clinical
Research, Siemens Healthineers, University of Malaya Medical Centre, Syarikat Suruhanjaya Malaysia, Khazanah
Nasional, Malaysia Airports Holdings Berhad, B Braun, Watson’s Malaysia, Tesco Malaysia, Johnson & Johnson, Mydin
Stores, Stemlife Malaysia, Danone Dumex, Seri Pacific Hotel, PNB Darby Park Suites, Meliã Kuala Lumpur Hotel,
Eastern & Oriental Hotel, Lone Pine Hotel, MiCasa All Suite Hotel, MyClear, SWIFT, AKPK, Standard Chartered Bank,
Hong Leong Bank, Am Bank, United Overseas Bank, Bank Rakyat, Bank Islam, SME Bank, Kenanga Investment Bank,
Merchantrade and lots more.

Jay’s conviction in training is when skills and knowledge that are planted and cultivated with new learning experiences
can never return to old measured expectations.
 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
Dialog Group LB Aluminium Qinetics
 Practical English (eLearning)
by Reallyenglish

Practical English is a digital learning Introductor y

platform with 420 content-rich lessons price of
designed for the working adult. RM200/user
for Practical English
(112 days access)
with every sign up of
READ, LISTEN, VOCABULARY & GRAMMAR ATCEN’s Public
Course!
For 112 days, using the automated competency diagnostic
available on Practical English 7, each participant can learn
English based on their individual ability from the 420 lessons
available.

By completing self study lessons (online), participants can

improve their reading, listening, vocabulary and grammar
proficiency with our digital learning programs. HRD Corp
Claimable

Step 1: Complete Choose this Innovative Learning Program

Grammar, Reading &
Listening diagnostic ● All Blended Learning lessons materials
test. (online and classroom) are developed
by Reallyenglish.
Step 2: From the
diagnostic test, the
learning system algorithm ● Practical English has 420 lessons which
recommends lessons follows the TOEIC syllabus and covers
based on competency A2-C1 CEFR.
level.
Step 3: Start your ● Grammar: 119 lessons, Listening: 150
lessons for 17 weeks lessons, Reading: 151 lessons. Total 420
(112 days), with 420 lessons
graded lessons
available. ● Practical English adaptive algorithms
customises learning for each learner.
Step 4: Complete 70
lessons in 112 days and
● Continuous assessment in each lesson
print the Certificate of
Completion. to measure learner progress.

● Weekly coaching email to motivate.

ALSO AVAILABLE:
BLENDED LEARNING ● Seamless user experience from
Qualified English Instructor to guide and support students desktops to mobile devices.
to improve conversation skills - 90 minutes per session.
● Easy to determine ROI with completion
Please contact ATCEN’s Sales Team for more info.
of lessons that are graded.
SPEAK UP! – Facing Difficult People and Conversations Confidently
23rd – 24th May 2024, Wyndham Grand Bangsar Kuala Lumpur
Participant 1
Name: (Mr/Ms): ___________________________________________ Workshop Investment:
Please choose your option by ✔ the box below:
Job Title: ___________________________________________
Classroom Face-to-face only (F2F)
Email Address: ___________________________________________
RM4,800 for 2 pax
RM2,500 per pax
Mobile No.: ___________________________________________ RM6,500 for 3 pax

I/C No.: ___________________________________________ Early Bird Discount!

(for HRD Corp grant and examination purpose, if any) Get 15% off for registration before 23rd April 2024
Participant 2
Name: (Mr/Ms): ___________________________________________ RM2,125 per pax

Job Title: ___________________________________________

F2F + Practical English eLearning (+RM200/pax)
Email Address: ___________________________________________ (more info on page 6)
Mobile No.: ___________________________________________ RM5,200 for 2 pax
RM2,700 per pax
RM7,100 for 3 pax
I/C No.: ___________________________________________
(for HRD Corp grant and examination purpose, if any) (HRD Corp Claimable Course - SBL Khas)
(Inclusive of all training materials, examination fees, HRD
Participant 3
Corp 4% Service Fee and 8% SST)
Name: (Mr/Ms): ___________________________________________
To register, complete this form:
Job Title: ___________________________________________ 1. Email form back to sender’s email address/
info@atcen.com
Email Address: ___________________________________________ 2. Fax this form to +603-7728 2620
By Direct Transfer: By Credit Card via PayPal:
Mobile No.: ___________________________________________ Account Name: ATCEN Sdn Bhd (4.2% Paypal transaction
Bank : Public Bank Berhad fees is applicable)
I/C No.: ___________________________________________ Acc No : 3130460034
(for HRD Corp grant and examination purpose, if any)

Human Resource / Approving Manager: ___________________________________________________________________________

Job Title: ____________________________________________________ Email: _____________________________________________

Company Name: ________________________________________________________________________________________

Address: ________________________________________________________________________________________________________
Tel: ________________________________________________________ Fax: ______________________________________________

Authorized Signature: __________________________________ Invoice Attention To / :

Finance E-Mail Address ______________________________________
Are you using your company’s HRD Corp Levy for this
training? [SBL-Khas] Company Stamp Chop:
This training is HRD Corp
Yes No claimable subject to HRD Corp’s
approval

Terms & Conditions

1. Upon receipt of a completed registration form, it confirms that the organization is registering for the seat(s) of the participant(s) to attend our programs.
2. Payment is required with registration and must be received prior to the event to guarantee the seat.
3. Payment has to be received 7 working days prior to the event date to confirm registration.
4. Payment is non-refundable if cancellation occurs 7 working days prior to event commencement. However a substitute is welcome at no additional charges
5. Walk-in participants with payment will only be admitted on the basis of seat availability at the event and with immediate full payment.
6. The organizer reserves the right to make any amendments and/or changes to the workshop, venue, facilitator replacements and/or modules if warranted by circumstances
beyond its control.
7. The certificate of completion will be awarded by ATCEN Sdn. Bhd.
8. The personal information that you provide in this Registration Form and information provided at any other time during the event, can be used by the organizer and related
parties to market, advertise and promote our goods and services via various communication mediums. Participants are responsible to advise the organizer if they do not
wish to be included in the above.

For Office Use Only

Corporate Sales Consultant: Invoice Number: Invoice Date: