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1 c)62.6.qlf.*-!g!.':t SEAMEO VOCTECH Southeast Asian Ministers of Education Organisation REGIONAL CENTRE FOR VOCATIONALAND TECHNICAL EOUCATION AND TRAINING Jalan pasar Baharu, Gadong 8E1318, Brunei Daru ssalam. fel 67X Fa'j Ref: SV/T/RTP-16I7 /03 173l 18 February 2015 TO WHOM IT MAY CONCERN Dear SIR/MADAM, SEAMEO VOCTECH-TEMASEK FOUNDATION-ITEES TECHNICAL SKILTS UPGRADING PROGRAMME FOR ryet TEACHERS AND TRAINERS S.E.A. ON "SERVICEXCELTENCE IN HOSPITALITY" Warm greetings from SEAMEO VOCTECH Regional Centre for Technical and Vocational Education and Training! We are pleased to inform you that SEAMEO VOCTECH Regional Centre in collaboration with TEMASEK Foundation and ITEESingapore the next two years will be organising training programmes covering three new areas namely hospitality, restaurant service, and automotive engineering as the continuation of the first round from 2oI3-2O75. The first training programme for this fiscal year will be on Service Excellence in Hospitality to be conducted beginning 20th until 31't March 2OL7 at Institute of Technical Education (lte) Singapore for Twelve (12) Days. This training programme is offered at a subsidised rate of USDS1,500 for the administrative charges inclusive of training fee, local transport, hotel accommodation and about S$20 per day allowance. In addition, participant have to pay his or her own airfare and travel insurance, The training programme is limited to 30 participants only to assure the quality and consistency. Therefore, participations would be based on first-come first-serve selection. For further detail, please refer the Course Outline in Appendix 1. Upon completion ofthe Twetve (12) Days training in singapore, all participants now called Master Trainers, assisted by the local/regional government will be required to conduct a five-day posttraining programme to share their experience with their colleagues in their own country within six (6) months after the training which is a mandatory requirement for attending this programme. In this regards, seameo voctech Regional centre would like to seek your kind support and assistance in socialising this information to the relevant stakeholder and to nominate qualified participantsuch as the programme head or highly committed and motivated teachers / instructors / trainers of hospitality and services industry who have the capability and capacity to DP/hjh ct

2 country within six (6) months after the training which is a mandatory requirement for attending this programme. In this regards, SEAMEO VOCTECH Regional Centre would like to seek your kind support and assistance in socialising this information to the relevant stakeholder and to nominate qualified participantsuch as the programme head or highly committed and motivated teachers / instructors / trainers of hospitality and services industry who have the capability and capacity to conduct posttraining sharing workshop to their colleagues. They must have a good command in English, basic lt skills (MS Words, PowerPoint and Excel) and will still be active in teaching profession in the next 5 years. Please be informed that completed nomination form (Appendix 2) should reach SEAMEO VOCTECH on or before 28 February Confirmation of the nomination will be informed by SEAMEO VOCTECH within three (3) working days. Thank you very much for your kind assistance and support for the success of this programme and we look forward to receiving your nomination soon. ENSURIN GREATER IMPACT OF TVET FOR SUSTAINABLE DEVELOPMENT Yours sincerelv,,o,o, *om*?ibdulladi l Acting Centre Director HA/hjh ct Page 2 of 2

3 APPENDIX 1 SEAMEO VOCTECH TEMASEK FOUNDATION ITEES Technical Skills Upgrading Programme for TVET Teachers and Trainers in Southeast Asia on Service Excellence in Hospitality R A T I O N A L E In response to the positive feedbacks from various stakeholders in regards to the implementation of the first round training programme on Technical Skills Upgrading Programme for TVET Teachers in Southeast Asia from 2013 to 2015, and supported by the Board during the 26 th GBM for continuing the programme, SEAMEO VOCTECH in collaboration with TEMASEK Foundation and ITEES, Singapore will organise the second round training programmes. During this second round training programmes, we will be offering training programmes on (1) Service Excellence in Hospitality (20 to 31 March 2017), (2) Restaurant Services and Operations (18 to 29 September 2017), and (3) Automotive Engineering (19 to 30 March 2018). The training programmes are for technical and vocational teachers and trainers to upgrade their technical/vocational skills and at the same time also mastering the pedagogical skills to train the technical/vocational subjects, hence they become a Master Trainer. Considering that Institute of Technical Education (ITE) Singapore has excellent programmes on technical and vocational skills training, well equipped with modern facilities and qualified instructors, the training venue will be at ITE Singapore. Member countries of the Southeast Asian Ministers of Education Organisation (SEAMEO) will be invited to participate in this training programme with the mixed scheme full scholarships and subsidised training participants. Please see FUNDING SOURCES AND FEE for more detail. The aims of these training programmes are (1) to enhance technical/vocational and pedagogical skills of master trainers in the area of Hospitality and Automotive through participating training programme in ITE Singapore; and (2) to enhance technical/vocational and pedagogical skills of other instructors and trainers by conducting Post Training Sharing Workshop (PSW) by the master trainers in their home countries. The conduct of 5 days Post Training Sharing Workshop by the Master Trainers to their peers (3 times the number of participants attending the training in Singapore) in the participants home country is a mandatory requirement for attending this programme. Please see the SCENARIO OF TRAINING PROGRAMME for more details. O B J E C T I V E S The specific objectives of the first training programme for this second round Collaboration project are to: 1. Relate the importance of grooming and etiquette in the hospitality industry. 2. Explain the key components of providing quality service. 3. Understand the importance of cultivating rapport with customers. 4. Apply the techniques in meeting customer requests and enquiries. 5. Explain the ways to manage customer needs and expectations. 6. Understand the strategies for dealing with customers from diverse backgrounds. 7. Describe the process and approaches to service recovery. Course Outline Page 1 of 5

4 8. Relate the importance of building customer loyalty. 9. Apply the ways to obtain and record customer feedback. 10. Construct assessment rubrics for customer service training. APPENDIX 1 C O N T E N T S 1. Overview and Professional Image This Overview covers (1) Grooming and Etiquette, (2) Quality Service, (3) Service Concepts, (4) Service Recovery, (5) Aspects of recruitment, organizational development and sustaining the service culture. The Professional Image covers: (1) Importance of good first impression, (2) Factors to consider when creating professional appearance, and (3) Ways to keep a positive mindset. 2. Professional Etiquette This module covers (1) Importance of observing rules of etiquette, and (2) Ethics and Code of Conduct. There will be activities in this that include professional image, professional etiquette, and discussion to construct assessment rubrics for professional image and etiquette. 3. Quality Service This module covers (1) Key components of a customer service environment, (2) Concept of service chain, and (3) Purpose of benchmarking. To support these topics, there will be a practices in dealing with Internal and External customers and importance of good customer service. 4. Cultivate Rapport with Customers This module covers (1) Critical Service Attributes of a service professional, (2) Concept of Emotional Quotient (EQ), (3) Importance of building rapport with customers, and (4) Techniques of building rapport with customers. To support this content, the activities such as case studies and group discussion on EQ will be organized. 5. Customer Requests & Enquiries This module covers (1) Techniques of effective communication, (2) Types of communication techniques, (3) Types of questioning techniques, and (4) Barriers to effective communication and ways to overcome them. The activities to support the module include group discussions on customer requests and enquiries and role plays on good services. 6. Manage Customer Needs & Expectations This module covers (1) Customer needs and wants, (2) Levels of customer needs and expectations, (3) Importance for establishing clear customer expectations, and (4) Ways to identify specific needs of customers. The activities to support the module include role plays on the impact of stereotyping on customer services and paired work on non verbal communications. 7. Handling Customers from Diverse Backgrounds This module covers (1) Impact of globalization on customer diversity, (2) Cultural practices in handling customers, and (3) Strategies for dealing with special customers. The activities employed include group discussions on various service situations and role plays on service situations involving customers with special needs. Course Outline Page 2 of 5

5 APPENDIX 1 8. Handling Service Breakdown and Recovery This module covers (1) Types of difficult customers, (2) Causes of service breakdowns, (3) Consequences of poor customer service, (4) Service recovery techniques, and (5) Benefits of service recovery. To accompany the content delivery besides lecture are role plays on service breakdown and recovery actions taken, creating assessment rubrics for customer service training assessment 101, and construct assessment rubrics. 9. Customer Loyalty This module covers (1) Importance of building customer loyalty, and (2) Types of loyalty programs. The activities to deliver this module include group discussions on customer loyalty and conduct search on loyalty programs in groups. 10. Customer Feedback This module covers (1) Types of feedback, (2) Ways to obtain and record customer feedback, and (3) Importance of channeling feedback to management. Some activities to deliver this module include conducting search on feedback forms in groups and doing paired works on feedback forms. D U R A T I O N The workshop in ITE will run for 12 days. It is scheduled on 20 to 31 March The master trainers who attend this training programme in ITE Singapore must conduct a 5 days Post training Sharing Workshop that takes in their home countries scheduled between April and September A monitoring will be carried out by ITEES and SEAMEO VOCTECH personnel to the Post Training Programmes. D E L I V E R Y M E T H O D S The medium of instruction of training in ITE Singapore is English, while the Post training Sharing Workshop in the member countries can either be in English Language or the national language/s. For Post training Sharing Workshops that are shortlisted by ITEES for on site observation and evaluation, an interpreter should be engaged by member countries to facilitate the observation and evaluation. The training approach will be mainly hands on or practical lead by experience trainers in the technical areas in ITE workshops. Likewise, the Post training Sharing Workshop will be using similar approaches. E X P E C T E D O U T P U T After undergoing this training programme, the New Master Trainers are expected to develop an action plan and to organise a 5 day post training sharing workshop in their respective countries. The number of participant of the post training sharing workshop should be at least three times the number of participants in ITE Singapore. Detail of the workshop as reflected in Table 1 below: Course Outline Page 3 of 5

6 APPENDIX 1 Table 1 is the breakdown of the total number of participants trained by the Master Trainers which is three (3) times the number of participants attending the training in Singapore. Topic of Training Training for Master Trainers in Singapore* Post training Sharing workshop in SEAMEO member countries Type of participant # of participant Minimum # of participant Service Excellence in Scholarship Hospitality Subsidised *Every instructor should only be nominated for one (1) programme. Participants of the Post Training Sharing Workshops should not include instructors who have gone through any of the 3 programmes. S C E N A R I O O F T R A I N I N G P R O G R A M M E The training programe consist of two phases: (1) training programe for 30 TVET master teachers in Singapore and (2) Post Training Sharing Workshop in the participants home countries for 90 trainers facilitated by the Master trainers. Training at ITE Singapore (2 weeks) Post training Sharing Workshop in their home countries (5 days each within 6 months after Singapore training) March 2017: Service Excellence in Hospitality April Sept Figure 1. Training Design Note: the proportion of theory and practical is about 30:70. Authentic teaching learning and assessment approaches are embedded in the 2 week training. F U N D I N G S O U R C E S A N D F E E The sources of fund for the pedagogical and technical training programme will be SEAMEO VOCTECH Regional Centre, TEMASEK Foundation, and the Governments/Institutions of the participating countries. Table 2 the breakdown of the sources of funding for training in Singapore. Component Scholarship (Max 19 pax) Subsidised (Min 11 pax) Administrative Fee (US$1500) SEAMEO VOCTECH Government/ Institution Airfare SEAMEO VOCTECH Government/ Institution Travel Insurance SEAMEO VOCTECH Government/ Institution Training Fee TEMASEK TEMASEK Local Transport TEMASEK TEMASEK Accommodation TEMASEK TEMASEK Allowance (About S$20/day/pax) TEMASEK TEMASEK Course Outline Page 4 of 5

7 APPENDIX 1 Table 3 the breakdown of the sources of funding for Post Training Sharing Workshop to be conducted in the home countries Master Trainers. This workshop should be scheduled between April and September Component Master Trainers Participants Consultant/Expert from ITEES Singapore Training Fee Airfare (if any) Government/ Institution Government/ Institution TEMASEK Workshop Government/ Institution Government/ Institution Local Transport Government/ Institution Government/ Institution Government/ Institution Accommodation Government/ Institution Government/ Institution TEMASEK Allowance (if any) Government/ Institution Government/ Institution TEMASEK Travel Insurance (if any) Government/ Institution Government/ Institution TEMASEK T A R G E T P A R T I C I P A N T S The participants of this course are the programme head and highly committed and motivated teachers / instructors / trainers of hospitality who have the capability to conduct post training sharing workshop to their colleagues. They must have a good command in English, basic IT skills and will still be active in teaching profession in the next 5 years. Course Outline Page 5 of 5

8 Certified System Quality ISO 9001 BUSINESS FORM (Training & Professional Development Division) APPENDIX 2 TPD 06a Rev: ( 00 ) 10/01/2016 TRAINING NOMINATION FORM (Note: Kindly read the instructions and requirements provided in the form and/or attachment. Thank you.) 1. Training Programme COURSE TITLE SEAMEO VOCTECH-TEMASEK FOUNDATION-ITEES Technical Skills Upgrading Programme for TVET Teachers and Trainers in Southeast Asia on Service Excellence in Hospitality DATE OF TRAINING VENUE March 2017 ITE, Singapore 2. Personal Information TITLE Prof. Dr. Mr. Mrs. Ms. Miss PARTICIPANT FULL NAME (As it appears on your passport) **NAME TO APPEAR ON NAME TAG GENDER MARITAL STATUS DATE OF BIRTH (DD-MMM-YYYY) **IDENTIFICATION CARD NO. (National ID/SSS/KTP/MyKad) RELIGION NATIONALITY PASSPORT NUMBER **PASSPORT DETAILS DATE OF ISSUE (DD-MMM-YYYY) DATE OF EXPIRY (DD-MMM-YYYY) PLACE OF ISSUE **MOBILE NO. (Country Code+Mobile No.) ** ADDRESS (Office or Personal Address) PLEASE INDICATE YOUR LEVEL OF COMPETENCIES USING THE SCALE EXCELLENT, GOOD OR FAIR Writing Speaking Reading Listening Comprehension English Language: IT Skills: MS Word MS Excel MS Powerpoint Internet Browsing HAVE YOU EVER ATTENDED ANY REGIONAL TRAINING PROGRAMME/S OFFERED AT SEAMEO VOCTECH? YES If YES, please indicate the course title, date and year of conduct: NO **IMMEDIATE CONTACT PERSON TO BE NOTIFIED IN-CASE OF EMERGENCY NAME RELATION MOBILE NO. **Required field to be completed. Page 1 of 3

9 Certified System Quality ISO 9001 BUSINESS FORM (Training & Professional Development Division) APPENDIX 2 TPD 06a Rev: ( 00 ) 10/01/ Professional Information [ **Kindly Write Your Name/Nickname Below ] **HIGHEST QUALIFICATION Doctoral Degree Master Degree Bachelor Degree Advanced/Higher Diploma Diploma Others, please specify: **AREA OF SPECIALISATION Education Research ICT Management Curriculum Business & Administration Engineering Mechanical Electrical Others, please specify: JOB TITLE / DESIGNATION OFFICE TEL (Country Code+Area Code+Number) **NO. OF YEAR/S OF WORK-RELATED EXPERIENCE Year/s ORGANISATION NAME & FULL ADDRESS (Dept/Div/Unit/Faculty + Ministry/Institution + Street Name & Number + Municipality City + Province + Zip Code, Country) ** BRIEF DESCRIPTION OF DUTIES AND RESPONSIBILITIES 4. Dietary Requirements and Medical Restrictions DIETARY REQUIREMENTS None Muslim Vegetarian Others, please specify MEDICAL RESTRICTIONS / PROBLEMS / ALLERGIES YES NO If YES, please specify 5. Mode of Payment for Subsidised Participant KINDLY TICK THE MODE OF PAYMENT AMOUNTING US$1, (PER PERSON) WILL BE: borne by: Ministry/Institution Own-self Others, please specify: Payment via: Electronic Transfer Bank Draft Others, please specify: Account and Account Name - SEAMEO VOCTECH Regional Centre address details: Account No Bank - Standard Chartered Bank (Main Branch) Bank Address Jalan Sultan, Bandar Seri Begawan BS8811, Brunei Darussalam Swift/BIC Code - SCBLBNBB Please take note: - All payment should be made ONE WEEK before the commencement of the training programme. - For Electronic Transfer an additional bank charges are to be borne by the participants. - Please the transaction slip to training@voctech.edu.bn for our reference. Applicant s Signature I hereby certify that all facts stated above are true and correct. Date FOR OFFICE USE: Scholarship Subsidised Classification of Participant **Required field to be completed. Page 2 of 3

10 Certified System Quality ISO 9001 INSTRUCTIONS BUSINESS FORM (Training & Professional Development Division) APPENDIX 2 TPD 06a Rev: ( 00 ) 10/01/2016 Procedures and Requirements 1. Participants are required: a. Maximum age of 55 b. Healthy and fit to travel and attend training overseas. c. Pregnant woman is not advisable to attend training overseas. d. To register using the Training Nomination Form together with an official Nomination Letter issued by respective Ministry/Institution. 2. ENGLISH LANGUAGE SKILLS: It is essential that your English language skills are good enough for you to participate in the course. 3. COMPUTER SKILLS: Participants should have a basic competence in using Microsoft Office applications eg. Word, Excel and PowerPoint. 4. LAPTOP/NOTEBOOK: Participants are required to bring your own wifi-enabled laptop/notebook computer. 5. TRAVEL DOCUMENTS: All participants are required to submit a copy of passport details. The validity of the travel document has to be one year before the conducts of the training programme. 6. ADMINISTRATIVE FEE: Subsidised participants who interested to join the training programme the Administrative Fee is USD1, Acceptance to the training programme is on a first-come, first-served basis and return airline ticket / airfare shall be shouldered by the participant. Method of payment: Cash, Electronic Transfer or Bank Draft. Duration of the cancellation fee after payment has been processed: I. 30 days before the training period: 70% refundable II. 15 days before the training period: 50 % refundable 7. CERTIFICATE: Compliance with the requirements of attendance, participation, and submission of course requirements must be observed to be awarded with the Certificate of Completion. 8. All participants of Scholarship/Subsidised recipients are provided with the same level of facilities and share similar responsibilities. 9. Any inquiries, please contact: SEAMEO VOCTECH Regional Centre Jalan Pasar Baharu, Gadong BE1318 Brunei Darussalam Tel No. : Fax No. : Address : training@voctech.edu.bn / info@voctech.edu.bn Page 3 of 3