Mobile

: 0813 1100 9800, 0812 802 8352

WA : 0813 1100 9800
Pin BB : 5FE266D1
E-mail : info@serviceleadership.web.id
Training | Consulting | Assessment Website : www.serviceleadership.web.id

BATC H 36 : 25-26 AG U ST U S 2016 | 08:30 - 17:00 W I B | FAV E H OT E L M E L AWA I

Tujuan Pelatihan
Setelah mengikuti pelatihan ini, peserta diharapkan mampu :
1. Memahami peran trainer sebagai fasilitator.
2. Mengelola bahasa tubuh dan suara untuk memperkuat poin
pembelajaran.
3. Memahami prinsip-prinsip dalam mengelola lingkungan pelatihan.
4. Menggunakan alat bantu audio visual untuk memperkuat proses
pembelajaran.
5. Menggunakan berbagai jenis metode untuk merangsang proses
berpikir dan membangun partisipasi peserta.
6. Menggunakan ice breaker dan energizer, musik, untuk menarik
perhatian peserta dan mempertahankan mood belajar.
7. Mengantisipasi berbagai kejadian yang tidak terduga.

Materi Hari 1 Materi Hari 2

Memahami Peserta Anda Mengelola Bahasa Tubuh dan
• Karakteristik dan sifat orang dewasa Kualitas Suara
• Proses kerja otak manusia dalam proses • Posture, Gesture, Ekspresi Wajah
pembelajaran : Reptil, Sistem Limbik & Neokorteks • Energi, Volume, Artikulasi, Kecepatan, Intonasi
• Preferensi belajar peserta • Praktek

Membangun Kredibilitas Anda Tehnik Mengajukan Pertanyaan

sebagai Fasilitator Pelatihan • 5 Ciri pertanyaan yang baik
• Personal Conduct • Contoh Pertanyaan Terbuka,Tertutup,
• Social Practice Konvergen,Divergen dan Evaluatif
• Content Expertise
Tehnik Membangun Mood Peserta
Menjadi Trainer yang “Powerful” Panduan memilih Ice breaker, Energizer,
Musik.    
Merancang Sesi Pelatihan dan
Keterampilan Memfasilitasi Menangani Peserta Sulit
• Merancang run-down/training plain sesi pelatihan • Bagaimana menghadapi peserta :
• Melakukan persiapan intensif ( Rehearsal) untuk “tidak nyambung”, pemonopoli, argumentatif,
mengatasi rasa gugup dalam pelatihan pengeluh, pendiam, bosan
• Tips-tips untuk pembukaan training yang efektif • Mengantisipasi kejadian tidak terduga : peralatan
elektronik, cuaca, keamanan
Mengenal Berbagai Ragam Metode • Kiat menutup sesi dengan menarik
dalam Pelatihan :
• Diskusi, Studi kasus, Film, Roleplay, Presentasi,
Permainan, Demo, Simulasi

Bagaimana menampilkan materi Power

Point dengan menarik

Mengoptimalkan flipchart, white board

dan video selama pelatihan
 Facilitator SONDANG P RUMAPEA, SE, MSi

Sondang P. Rumapea adalah Profesional Trainer khusus untuk materi Tehnik Mengajar, Komunikasi serta Service Excellence. Sebelumnya,
Sondang adalah Total Quality dan Customer Service Manager Citibank NA. Sebelum bergabung dengan Citibank, Sondang adalah training
consultant di Service Quality Centre Indonesia ( SQCI) selama 5 tahun.

Beberapa perusahaan yang telah menjadi kliennya a.l: British American Tobacco, Bank Central Asia, Bank Rakyat Indonesia, Bank Mega,
Asuransi Astra Buana, Standard Chartered Bank, Bank Niaga, DBS Bank, BNI, Bank Danamon, Holcim Indonesia , Procon, PT Indomaret, PT
Wartsila, PT Indosat, PT. Wijaya Karya, AJ Bringin Life, Sekolah Pangudi Luhur, PT. Arnotts Indonesia , Matahari Putra Prima, PAM Batam,
Badan Perencanaan dan Pembangunan Daerah (Bappeda) NTT and Medan , Indonesia-Australia Specialized Training Project.

Sondang memperoleh gelar S1 jurusan Akuntansi dari Fakultas Ekonomi Universitas Indonesia dan menyelesaikan program S2 di program
Pasca Sarjana Fakultas Psikologi Universitas Indonesia.

TOHAP SIMANJUNTAK Co-Facilitator

• Certified MBTI Practitioner, CPP International Singapore
• Certified DISC Trainer, DISC Indonesia – WILEY USA
• Certified Behavioral Analyst (CBA) , The Discovery Institute Singapore

Tohap adalah Managing Director Service Leadership, perusahaan penyedia jasa pelatihan dan HR Consultant yang telah memiliki ratusan
klien perusahaan dengan pengalaman lebih dari 15 tahun. Sebagai praktisi bisnis, dia pernah menduduki posisi manajerial di Industri
perbankan, media consultant dan pernah memperoleh penghargaan sebagai The Best Team Manager se-Indonesia.

Tohap memiliki kompetensi di bidang Leadership, Competency Model Design and Assessment, Training for Trainer, Training Analysis, MBTI
dan DISC Profile. Dia merupakan Certified MBTI Practitioner dari CPP International Singapore, Certified DISC Trainer dari DISC Indonesia
/ WILEY USA dan Certified Behavioral Analyst (CBA) dari The DisCovery Institute .Tohap Menyelesaikan pendidikan formalnya di Fakultas
Ekonomi Universitas Indonesia.

Banking  Service
Our Clients

Mandiri, Bank Permata, Bank CIMB Niaga,Bank UOB Buana, Bank OCBC,
NISP,RBS Bank, Bank Mega, Bank BNI, ANZ Panin Bank, Bank Danamon.
Indonesia,Bank ICB Bumiputera, BRI ,BII, BPD Riau, Bank Windu Kencana
Mining , Oil and Gas
Conoco Philips Indonesia, Tately Indonesia, Hess Indonesia, Mandiri Inti
Perkasa, Tunas Inti Abadi, Nusantara Berau Coal, PT Depriwangga OM
Government
KPK, Lembaga Administrasi Negara, Departemen Keuangan, Kantor
Pusat Pengelolaan Ekoregion Makasar, Perum Bulog
Manufacture, Consumer Goods & Distributor.
Holcim Indonesia, Sanyo Electronic Indonesia, Rentokil Indonesia, Otto
Pharmaceucal, Carrefour Indonesia, Daya Adira Mustika, Produksi Bersih
Benefita, Nokia In Touch, Unisem Batam, Panarub Industry, Dexa Medica,
Wyeth Indonesia, Sorini Towa Berlian Corp, Serasi Auto Raya, PT Astra Agro
Lestari, PT Wiraswasta Gemilang Indonesia, PT Indomaret,PT Chingluh,PT
Indofood, PT Trans Ice, PT Otsuka Indonesia, PT Bridgestone Tire Indonesia,
PT Angsa Emas Perdana, PT Fluidcon, PT Molex Ayus Pharmateucal , PT
Perfeti Vanmelle , PT Avocet, PT Onna Prima Utama, PT Fluidcon Jaya, PT
Gearindo Prakarsa, PT Capella, PT Musim Mas, PT Suprabakti Mandiri, PT
Dharma Guna Wibawa, PT Istidata Indopacific Solution Center
PT DHL Express Indonesia, PT Sushitei Indonesia, PT Prodia Widhaya
Usada, PT Fitness First, PT Aplikanusa Lintas Arta, Putra Property, PT
Indocater, PT Morigan Service, PT Wartsila, Trans7, PT Swakarya Insan
Mandiri, PT Sodexo, PT GlobalSaftindo, PT Personel Alih Daya , Senayan
City, World Vision Indonesia, PT Sumberdaya Sewatama, Warbis Rasuna,
PT World Vision, PT Sanetcom Balikpapan, Balai Pengamanan Fasilitas
Kesehatan Surabaya Indonesia , PT Gapura Angkasa , PT VADS Indonesia
, PT Link Match Graphic, PT Digital Fiducia Indonesia, Koperasi Astra
International, PT CBN, PT Pertiwi Agung, PT Pandu Selamat Utama,RS
Telogorejo Semarang, PT TNT Skypak International, RS Annisa, PT Insan
Lancang Pratama
Education
High Scope, The British Institute, Sekolah Stella Maris International, STIE
Perbanas Surabaya, Sekolah BPK Penabur Bandung, Universitas Bina
Nusantara, PT RDC, YPPTI (Indonesia Mengajar), Balai Diklat Tambang
Bawah Tanah, YPI Semarang 
Insurance and Financial
Asuransi Astra Buana, Asuransi Bintang, AJ Great Eastern Life Indonesia,
Commonwealth Life, Asuransi Jiwa Inhealth Indonesia, PT ANJ Finance,
PT Verena Oto Finance , PT Monex Investindo Futures, PT CIMB Niaga
Auto Finance
Testimonial Para Peserta
“The content is nice, compact based on may needs to enrich my knowledge in “ Good! Excellent! Always give affirmative attitude ini any situation! Such a
teaching. Sondang is great instructor who has good passionate in teaching in good, a best one because she could demonstrate very well”
many ways & speak “ - Dedy Nugroho PT HOLCIM INDONESIA Intan, Pertiwi Agung

“Very Good, already show herself as competent & profesional speaker/ “Lugas dan cara penyampaian materi, mudah dimengerti”
trainer” - Meylana Kwan, PT GREAT EASTERN LIFE Kristo Manalu, PT Sumberdaya Sewatama

“Semua pertanyaan terjawab. Sangat detail dan jelas, serta terinci dengan “Sondang is a good Instructor! Membuat wawasan saya terbuka lebih luas dan
baik. Saya sangat tertarik dengan materi yang dibawakan“ semakin mencintai pekerjaan saya untuk berbagi ilmu & memahami karakter-
- Rahmawati, PT DAYA ADIRA MUSTIKA karakter orang lain” - Winda Nainggolan, Bank International Indonesia

“Lengkap, sudah menjawab sebagian problem saya” “Mudah dimengerti dan dipahami dalam penyampainnya”
Imam Septana, PT PRODUCT BERSIH BENEFITA Helly Sinanjung PT CBN

“Materi memang benar-benar relevan bagi para trainer.” “Profesional. Pribadi yang menyenangkan sehingga mudah menciptakan
Dahlia Fleorinta LT, DEPARTEMEN KEUANGAN kedekatan” - Dewi Ichtiarianti, PT Carrefour Indonesia

“The materials of training are very important and applicable. How the “Superb! Very communicative, a lot of idea to share not only from trainer, but
materials presented, its really fun” - Etty Nurbaeti, DEPARTEMEN KEUANGAN also from participant” - Diah, PT Digital Fiducia Indonesia

“Its really makes me more knowing about the training method. Excellent “ -
Dewi Praptiwi, WARBIS RASUNA
“Excellent, very usefull and related to what we expect. The Instructor has
been experienced in this subject and also the way she deliver the taining is
great” - M Faisyal Nursyamsi, Self Employed
“Good, highly recommended. Instructor understand the topic. She show us
that she is good on the presentation“ - Lywa S Fauzie, PUTRA PROPERTY
“Sondang is an energetic, powerful,smart, credible and the right trainer to
train this training. The class was so fun, enjoyable.THE BEST CALSS EVER !
Thank you” - Thelma Tambunan, PT Satnetcom Balikpapan
“TOP !!! Recommended.” - Nugroho Budi S, BRI Kanwil Surabaya
“Sangat Komunikatif. Selalu bisa menjaga suasana kelas semangat dan
membuat perhatian kelas tetap pada materi”
Erika Putrinanda PT Asuransi Astra

“Excellent & Sangat Bersemangat” - Gatut Bagus Budi PT Gearindo Prakarsa
“Sondang is Smart, Good Looking, Humorous” - Umar, PT Hess Indonesia
“Excellent, energi bu Sondang luar biasa. Membuat kami tidak sabar segera
mempraktekkan hasil dari training ini”
Nurul Fatah, Kantor Pusat Pengelolaan Ekoregion
“Instruktur sangat menguasai materi. Banyak hal positif dan membangun
untuk memotivasi” - Ruddy Haryanto, PT Tately Indonesia
“Very impressive..! Very Useful..! All the content is very important for me..” -
Okky Ariyanto, Asuransi Bintang
“Good & Excellent !. Sondang Rumapea is a real practician in presenting this
training” - Rinto B. Conoco Philips Indonesia
“Excellent ...Selalu merasa kangen untuk diajari kembali”
Agustini, PT Mandiri Inti Perkasa
“Ramah, Pengalaman, Jelas dalam memberikan contoh”
Irwan Santoso Bank OCBC NISP
“Intruktur sangat bagus memberikan contoh & solusi yang baik”
Felix M Mulyono, PT Morrigan Service
“Saya salut dengan kejujurannya dalam menyampaikan materi sehingga
dapat menempatkan diri sebagai pembelajar, sama seperti kami”
Andi Salviah Lembaga Administrasi Negara ( LAN)
“Sangat berpengalaman, Enerjik dalam penyampaian ( Nilai 10+)”
Zulkarnaini, PT Suprabakti Mandiri

Mobile : 0813 1100 9800, 0812 802 8352

WA : 0813 1100 9800
Pin BB : 5FE266D1
Training | Consulting | Assessment
E-mail : info@serviceleadership.web.id
Website : www.serviceleadership.web.id

Service Leadership is a Service Quality & Human Resource Consulting firm dedicated to creating
sustainable high-performance organizations. We provide consulting & training to :
• Create high-performance cultures that drive bottom-line results and reinforce your
organization’s mission and values.
• Develop leaders at all levels who can manage the business and inspire your employees.
• Align employee self-interest, energy and talents with your organization’s strategy.
Modul Pelatihan
Program Inhouse Training dan Kelas Publik
Leadership
• Excellent Supervisory Skills
• Advanced Leadership Skills
• Coaching and Mentoring
• Assertive Communication Skills
• Problem Solving and Decision Making
Service Excellence
• Excellent Service Interaction
• Complaint is A Gift
• Service Crucial for Manager
HRD
• Train The Trainer
• Training Need Analysis (TNA)
• High Impact Presentation Skills
• Strategic Compensation and Benefit
• Mastering Competency Design Model
and Assessment
• Assessment Skills
• Employee Engagement
• KPI and Performance Management System
• Time Management
• DISC Profile
• MBTI
• Team Building
• Handling Diificult People and Situation
• Strategic Customer Experience
• Customer Satisfaction Measurement
• Job Analysis and Job Evaluation
• Industrial Relation
• Talent Management
• Behavioral Event Interview
• Expanded DISC
• Myers Briggs Type of Indicators (MBTI)
• Outsourcing Management
• UU Ketenagakerjaan
Consulting Services
Service Quality
Quality Customer Service is important for all
functions start from front liners as representative
of the company to back office as backbone to
support all process to make sure service is
delivered timely by frontlines. We assist Client
to enhance organization service culture.
Operational Excellence
Identifying capacity and measure productivity
is the key of operation management. We help
to asses current operational issues and come
up with recommendation and implementation.
We assist client to run day to day operations in
structure and effective way.
Human Resources
People are the most valuable assets an organization
could have. Through employees, an organization
can create a sustainable competitive advantage.
Whether you are a new venture or an existing
organization we at Service Leadership can help
you organize, manage and develop your human
resources more effectively.
Type of common consultation request such as :
• Set up Service Standardization
• Define Service Measurement
• Implementation Service Monitoring
• Set Up Service Assessment / Service Audit
• Conduct Mystery Shoppers
Operation Excellence Consultation would be :
• Define Capacity Planning
• Design Operation Management Blue Print
• Set Up Process Standardization
• Conduct & implement Process Improvement
• Set Up Customer Care/Service Desk
We provide the following Human Resources
consultation services :
1. Preparation of HR Policies, Procedures and
HR Manuals/Handbooks
2. Setting up Organizational Structure & Authority
Matrix based on a work flow analysis
3. Job Analysis and Job Design
4. Pay Structure/Compensation Plan
5. Recruiting and Selecting Procedures
6. Performance Measurement and Appraisal
Programs.
Partial List Of Our Clients
Public Training Schedule 2016
Topic Agustus September
Service Excellence & Handling Customer Complaints 26-27
How to Manage Customer Service Team
MBTI for HR Practitioner
Aspek Hukum Perjanjian Kerja : PKWT, PKWTT, Skala Upah,PHK Tanpa Gejolak
Practical Leadership and Managerial Skills 1-2
Train The Trainer (Batch 36) 25-26
Assessment Center (Batch 4) :
Psychological Test , MBTI, Behavioral Event Interview ( BEI), Leaderless Group
Discussion, Intray Excercises, Case Analysis, Presentation, Reporting
Handling Customer Complaint & Negotiation Skills for frontliners
Effective Recruitment using DISC Profile
Strategic Compensation and Benefit 6-7
Menyusun Kurikulum Pelatihan Berbasis Kompetensi
Business Presentation Skills
Coaching and Counselling
Problem Solving and Decision Making
3 Day HR Management Course 1-3
Business Values and Ethics
Change Management
Assertive and Comunication Skills
Building Strong Corporate Culture
PHK Tanpa Gejolak
Excellent Supervisory Skills
Behavioral Event Interview
Merancang Kamus Kompetensi
HR Managament for HR Officer
Selling Skills and Negotiation Skills
Finance for Non Finance
Service Quality Management 6-7
Pelatihan Tes Psikologi untuk HR ( Non Psikologi)
Strategi Bernegosiasi Untuk Tim Procurement Dan Purchasing Perusahaan
Investasi & Registrasi
Full fare 25-26 Agustus 2016 : Rp 4.000.000,- /peserta
Early Bird sebelum 10 Agustus 2016 : Rp 3.500.000,- /peserta

FREE UNTUK PESERTA KETIGA..!! Training | Consulting | Assessment

Gedung Multika Lt 4
Jl. Mampang Prapatan Raya
Formulir Registrasi 71-73 , Jakarta 12790

TRAINING FOR TRAINER

Phone : (021) 797 51 58

Mobile : 0813 1100 9800

25-26 Agustus 2016 | 08:30 - 17:00 WIB | Fave Hotel Melawai : 0812 802 8352
WA : 0813 1100 9800
Name Name
Pin BB : 5FE266D1
For more information :
Position Position
serviceleadership.info@gmail.com
Phone Phone
Or visit us at :
Mobile Mobile www.serviceleadership.web.id

Name Name
Payment Method
Position Position
Payment can be done by using
Phone Phone the account number below :
Mobile Mobile Bank BCA Cabang Jatinegara
A/N : CV Prima Sinergi
Name Name No Acc. : 7600396913
Position Position Please put note :
Phone Phone
[SEMINAR TITLE] and [YOUR
COMPANY’S NAME] on the
Mobile Mobile payment instruction.

Name Name

Position Position

Phone Phone
Training | Consulting | Assessment
Mobile Mobile

Phone/Mobile

Fax : (021) 797 51 59