I. Objective:
After the course, participants are able to:
- Recognize the importance of negotiation
- Understand the process and skills of negotiation 
- Understand different types of negotiation and creatively apply negotiation skills, methods, and techniques into reality to reach the highest outcome
- Negotiation practice.

II. Course content:
- Theory of negotiation.
- Negotiation techniques.
- Negotiation plan.
- Technique application to real negotiation.
- Negotiation practice.
- Apply the elements of successful negotiation

III. Duration: 24 hours. 

IV. Participants: Managers of all levels.

I. Objective:
After the course, participants are able to:
- Develop and implement principles of lesson design
- Explain the principles of the test
- Determine how to behave with objects of students
- Prepare lesson plan
- Conduct lectures according to the lesson plan

II. Course content:
- Instructional design skills.
- Presentation skills and effective classroom management techniques
- Practice.

III. Duration: 40-48 hours
- Under 15 participants: 40 hours.
- From 15 to 25 participants: 48 hours.          

IV. Participants: Potential trainers.

I. Objective:
After the course, participants are able to:
- Identify the basic skills of coaching for line trainers. 
- Explain the skills of coaching and how to apply them successfully
- Identify the styles of communicating
- Support their team members in their learning journey to develop the skills, knowledge, and attitude necessary to successfully deliver their job responsibilities and goals
- Be able to coach staff at work.

II. Course content:
- The overal of coaching. 
- The necessary skills for a line trainer.
- Practice.

III. Duration: 16 hours.

IV. Participants: Potential line trainers.

I. Objective:
After the course, participants are able to:
- Understand the administrative concepts and functions.
- List the necessary skills for administrators.
- Be aware of the importance of a team leader.

II. Course content:
- Overview of Team, the role of team leader.
- The approaches to administration.
- The roles and functions of management.
- Definition of managers and leaders.

III. Duration: 8 hours. 

IV. Participants: Potential leaders/managers.

I. Objective:
After the course, participants are able to:
- Be aware of the importance of planning. 
- Know how to set up goal (SMART).
- Ensure steps to set up and implement the plan to achieve the goal.
- Know how to use planning tools and take control of plan process.
II. Course content:
- Definition, meaning of planning.
- Process of planning.
- Supportive/ controlling tools for plan process.
- Practice. 
III. Duration: 8 hours.
IV. Participants: 
- Potential supervisors/managers.
- Supervisors/Managers of all levels in need of enhancing planning skills.

I. Objective:
After the course, participants are able to:
- Understand the essence of a problem and identify the correct problem to be solved.
- Apply a united model for solving problem and making decision.
- Choose and find an effective solution.
- Change from passive to active mood, be confident of solving problem and making decision, increase the effectiveness of decision making.

II. Course content:
- Overview about problem solving and making decision, the relation between problem solving and making decision.
- Methods to find the cause and analyze the problem.
- Process of problem solving and making decision.
- Supporting techniques.
- Practice using supporting techniques.

III. Duration: 8 hours.

IV. Participants: 
- Potential supervisors/managers.
- Supervisors/Managers of all levels in need of enhancing skills.

I. Objective:
After the course, participants are able to:
- Clearly understand the role of coaching skills for supervisors.
- Apply techniques to train/ coach the staff.
- Grasp firmly the basic principles to become an effective coach.

II. Course content:
- Benefits of coaching.
- Effective coaching model.
- Skills in coaching process.

III. Duration: 8 hours.

IV. Participants: 
- Potential supervisors/managers.
- Supervisors/Managers of all levels in need of enhancing skills.

I. Objective:
After the course, participants are able to:
- Clearly understand the role and importance of performance appraisal and motivation skills.
- Describe the process of appraising staff.
- Understand and implement the methods to appraise staff fairly.
- Explain different viewpoints about motivation.
- Develop the capacity and techniques for motivating staff.
- Grasp and apply the motivation skills.

II. Course content:
- Appraisal system and objective.
- Appraisal methods and criteria.
- Appraisal process and responsibility. 
- Appraisal form.
- Relation between capacity - performance result- working environment- motivation.
- Theories about demands/ behaviors.
- Forms of motivation.
- Practice.

III. Duration: 8 hours

IV. Participants: 
- Potential supervisors/managers.
- Supervisors/Managers of all levels in need of enhancing skills.

I. Objective:
After the course, participants are able to:
- Understand the steps to carefully prepare for a presentation.
- Understand how to use effectively verbal and nonverbal forms when presenting.
- Deliver a presentation effectively.

II. Course content:
- Importance of presentation preparation.
- Setting up objective and audience for a presentation.
- Building up a presentation.
- Preparing visual aids.
- Delivering skills.
- Time control for presentation.
- Handling with listeners.
- Making a presentation.

III. Duration: 12-16 hours.

IV. Participants: Staff, executives, supervisors/managers of all levels.

I. Objective:
After the course, participants are able to:
- Be aware of the role and importance of time management.
- Understand and know how to use the tools and methods for time. management to arrange work reasonably and increase the effectiveness of personal tasks as well as management tasks. 
- Determine effective organization techniques and process for great productivity

II. Course content:
- Definition and importance.
- Work classification and arrangement.
- Time management matrix.
- Organizational skills at work
- Introduction to Kaizen- 5S of the Japanese.

III. Duration: 8 hours

IV. Participants: 
- Potential supervisors/managers.
- Supervisors/Managers of all levels in need of enhancing skills.

I. Objective:
After the course, participants are able to:
- Know how to prepare a meeting.
- Control a meeting.
- Deal with problems often occurring in a meeting.

II. Course content:
- Identify Clearly the purpose and goals of the meeting
- Plannỉng and creating meeting agenda.
- Preparation for the Meeting
- Practice organizing a productive meeting.

III. Duration: 8 hours

IV. Participants: 
- Potential supervisors/managers.
Supervisors/Managers of all levels in need of enhancing skills.

I. Objective:
After the course, participants are able to:
- Understand and classify different types of documents.
- Apply proven techniques to write different administrative documents (notification; report;…).

II. Course content:
Writing skills overview
 Document classification.
- Forms of documents.
- Decentralization of document promulgation.
- Principles of writing a document.
- Regulations of document writing of the company.
- Practice writing a document.

III. Duration: 8 hours

IV. Participants: 
- Potential supervisors/managers.
- Supervisors/Managers of all levels in need of enhancing skills.

I. Objective:
After the course, participants are able to:
- Describe the value of delegation.
- Distinguish between delegation and assignment.
- Understand the responsibility and the rights when delegating.
- Apply how to delegate effectively.

II. Course content:
- Importance of delegation.
- Balance when delegating.
- Preparation for delegation.
- Practice.

III. Duration: 8 hours.

IV. Participants: Supervisors/Managers of all levels.

I. Objective:
After the course, participants are able to:
- Understand the changing is unavoidable thing.
- Recognize the hindrances and reactions of people when confronting changes.
- Identify the mistakes of the change management and know how to overcome.
- Master the methods to overcome the delay, actively create motivation and build up the change into the culture of the company.
- Master the 8 steps change model for effective changing.
- Definte what is necessary for yourself and your company.

II. Course content:
- Overview about the change: why to change and what change management is.
- Change process management: hindrances; factors to manage changes successfully; steps to practice change management.
- Building up the change into the culture of the company.

III. Duration: 8 hours.

IV. Participants: Supervisors/Managers of all levels.

I. Objective:
After the course, participants are able to:
- Obtain increased awareness of the role and requirements of supervisory management and service quality evaluation
- Learn the principles and develop supervisory and service quality evaluation skills
- Identify the essential components of a service management plan
- Overview of service quality supervision and evaluation
- Set clear goals and expectations
- Methods of supervision and evaluation
- Identify performance Appraisals issues

III. Duration: 8 hours.

IV. Participants: Supervisors/Managers of all levels.

I. Course Objectives:
After the course, participants are able to:
- Understand issues related to customer care in order to establish good customer relationships, thereby building customer trust and loyalty for the services provided by the Company.
- Develop basic customer care skills including face-to-face communication (non-verbal communication, questioning, listening).
- Understanding customer psychology, thereby building a dedicated service style.
- Explain the company's service standards.
- Know how to perform service requests according to the company's standards (posture, style, outfit, makeup - female, communication standards).
II. Content:
- The importance of customers to the company.
- Definition of Customer Service .
- Customer's need.
- Face to face communication skills.
- Customer service standards of the company
- Practice posture and manners in compliance with company’s standard.
III. Duration: 16 hours.
IV. Participants: Frontline staff, in contact with customers.

I. Course Objectives:
After the course, participants are able to:
- Identify the importance of customer care 
- Develop and improve customer services skills, improve the image of a professional customer services agent to exceed customer expectations.

II. Content:
- Touch point and Excellent Service
- Advanced communication skills
- Handling feedback
- Special passengers
- Regional behavior cultures 
- Creating customer service culture
- Dealing with difficult situations

III. Duration: 16 hours.

IV. Participants: Frontline employees, customer services staff with at least 6 month of experiences.

I. Course Objectives:
After the course, participants are able to:
Identify the importance of customer services 
- Enhance the awareness of supervisors about professionalism in communication and working style.
- Develop care management skills, maintain and enhance the customer services quality,  consultation, encouragement, training, etc., Improve the skills of handling situations.

II. Content:
- Overview of customer services.
- Communication skills for Supervisor.
- Develop relationships with customers.
- Case study practice for Supervisor

 III. Duration: 16 hours.

 IV. Participants: Supervisor.

I. Objective:
After the course, participants are able to:
- Enhance the awareness of managing the customer relation and service marketing.
- Analyse the management of customer service.
- Adopting a customer service management strategy to enhanced customer loyalty
- - Study the brand and image of the company.

II. Course content:
- Service marketing.
- Service quality.
- Customer relation management.
- Brand and image of the company.

III. Duration: 20 hours

IV. Participants: Supervisors/Managers of all levels.

I. Course Objectives:
After the course, participants are able to:
- Identify the importance of customer services. 
- Recognize the needs and characters of priority passengers.
- Understand and apply the emotional cognition model in dealing with situations.

II. Content:
- The importance of VIP customer service for businesses.
- The mentality of priority customers.
-  Dealing with special, difficult situations.
- Practice situations.

III. Duration: 12 hours.

IV. Participants: Staff serving Business class, VIP/CIP/FFP passengers.