Public Workshop Overview & Logistics

Workshop Date: January 15th, 2026
Delivery Mode: Live Virtual Session via Zoom
Session Link: A Zoom link will be provided upon completion of registration and payment.
Workshop Duration: 1 Day (7 Hours)
Training Materials: Downloadable e-handout and post-session reference guide for continued learning and team sharing.
Certificate of Attendance: Issued upon workshop completion.
Course Fee: RM 1,750 per participant (inclusive of training materials and e-certificate). Early bird price before December 15th: RM1550.
HRDCorp Claimable – Public Workshop

Discounts & Incentive Options

Early Bird Discount

Deadline: December 15, 2025. Secure your seats before the year-end rush
Offer: RM200 off per participant (e.g., RM1,550 instead of RM1,750).

Group Discount (Team Rate)

Empower your full leadership team - supervisors, team leaders, managers
Offer: 10% off for 3 or more participants from the same organisation.
Optional variant: 1 free seat for every 5 paid participants.

Corporate Invoice Flexibility

Overcome procurement delay barrier - for HR departments.
Offer: Reserve seats at the discounted rate with PO or confirmation email before the deadline - payment can follow within 14 days. Payments must be received before the workshop date.
Lock in your Early Bird rate now - pay later with official PO.

Executive summary

The modern workforce is now dominated by Millennials and Generation Z - employees who bring energy, creativity, and a digital-first mindset to the workplace. However, many supervisors and team leaders find it challenging to connect with and motivate this new generation of staff.

Differences in communication styles, expectations, and work attitudes can lead to misunderstandings, reduced engagement, and higher turnover.

This 1-day program equips supervisors and team leaders with the tools and insights to communicate effectively, motivate positively, and manage productively across these two younger generations.

Training objectives

Understand the key characteristics and communication styles of Millennials and Gen Z.
Identify common workplace miscommunication patterns with younger employees.
Apply practical techniques to give feedback and motivate effectively.
Communicate expectations clearly without creating friction.
Build a culture of respect, trust, and accountability with younger staff.

Who should attend

Supervisors, Team Leaders, and Executives managing Millennial and Gen Z staff.
Department Heads and Managers seeking better engagement with younger employees.
HR or Training professionals involved in people management or staff retention.

Training Methodology

The session is highly interactive and practical, designed to keep participants fully engaged through:

Short concept briefings with real-world Malaysian examples
Case studies and small-group problem-solving
Role-plays and communication simulations
Reflection and action planning
Energizer activities for engagement and retention

Measurement of Learning

Observation of participation and role-play outcomes
Post-training test

Deliverables

1 Day of facilitated training (onsite or virtual)
Participant workbook and handouts
Trainer materials and activity tools
Certificate of Participation
Post-training test results

Module 1: Understanding Millennials and Gen Z

Who are Millennials and Gen Z?
Core values, lifestyle influences, and digital habits
What they expect from their leaders and workplace
Icebreaker Quiz: “The Millennial & Gen Z Slang!”

Module 2: Communication that Connects

Preferred communication styles: text, visuals, voice, or face-to-face
The tone, speed, and language that work best with each group
Common phrases that trigger resistance or disengagement
5 Key Communication Strategies to engage Millennials & Gen Z
Activity: “Translate This!” – Generation Gap Conversation

Module 3: Adjusting our language style to relate to younger generations

Over-used corporate phrases vs natural, authentic dialogue
Inclusive phrases that make them feel valued and heard
Autonomous vs non-autonomous supervision or leadership dialogue
Group exercise: Identify and present 2 communication actions per group to engage with millennials and gen z

Module 4: The Real Talk Challenge: Communicate Like Your Team

Testing how well you can:
Speak the language of millennials and gen z
Adjust tone and language for younger team members
Replace corporate speak with authentic conversation
Demonstrate inclusivity and real connection
Managing short attention spans and balancing flexibility with accountability
Role play practice: Dialogue development according to real-life scenarios

Module 5: Motivating Millennials & Gen Z

Intrinsic vs Extrinsic Motivation
Understand what drives motivation in younger generations.
Assess your team’s current motivation level.
The 3-Level Motivation Framework: Apply daily, weekly, and monthly motivation techniques.
Group exercise: Design a Motivation Plan (One daily, one weekly, one monthly action)

Module 6: How to lead energizing team huddles

5-Step Huddle Formula:
Energy Booster
Focus Message
Recognition
Goal Alignment
Positive Call to Action
Group exercise & presentation: Design and present an energizing huddle

Shahrukh Moghal

With over 20 years of training experience, Shahrukh Moghal has developed and delivered performance-driven training solutions for front-line leaders, telesales professionals, debt collection and customer service teams across Malaysia.

He has trained and coached team leaders from leading call centres in the telecommunications, banking, insurance, and business process outsourcing (BPO) sectors, helping organizations achieve measurable improvements in sales conversion, customer experience, and employee engagement.

He is a Certified Trainer by Pembangunan Sumber Manusia Berhad (PSMB) - Certificate No. EMP 1654 - Shahrukh is also an HRDCorp Accredited Trainer and Micro-credentials Authorized facilitator. He has conducted the Certified Contact Centre Professional (CCCP) program under the HRDF Graduates ENhancEment pRogrAmme for Employability (GENERATE) scheme for fresh graduates.

Over the past two decades, Shahrukh has been instrumental in upgrading the skills of over 100 large companies including their contact centres in Malaysia, enhancing the performance of sales, telesales, customer service, and debt collection agents and their team leaders.

Shahrukh is the creator of the PLEASE!™ and LEAP!™ Workshops, innovative training programs designed to transform customer interactions. These workshops empower frontliners to master essential communication tools such as Probing, Listening, Empathizing, and Articulating effectively - skills applicable to contact centre & face-to-face customer interactions, telesales, and collections.

His training approach emphasizes Concepts, Application, and Reflection, with a strong focus on engagement, motivation, and fun. Participants consistently describe his sessions as energetic, practical, and positively transformative, combining insight with real-world application.

Shahrukh’s youtube channel including frontliner skills development modules is as follows:
https://www.youtube.com/user/shahtrainer/videos

To view TESTIMONIALS given by clients, please click here:
https://www.contactskills.com/testimonials.html

In depth and detailed profile is available upon request.

Communicating Effectively with Millennials & Gen Z

For supervisors, managers & contact centre team leaders