Do you incorporate coaching into your everyday interactions and role as a leader?

Are you asking the right questions to help your team to learn and grow?

How can you design a coaching plan and engage in effective coaching conversations?

Bring out the best in your people

Leaders, managers and supervisors in today’s organisations face many challenges posed by a wide spectrum of operational needs and customer expectations. All supervisory staff should be equipped with the skills to lead, facilitate and accelerate the learning and development of their teams to deliver service excellence.

Coaching individuals to close service gaps includes asking the right questions to motivate them to reflect, seek the correct answers, actions or solutions, and monitor their progress for performance improvements. By imbuing a coaching culture, organisations can build a more productive and service-oriented workplace with an engaged team that takes ownership of their service performance.

Supervisor coaching her staff for service performance
COACH FOR SERVICE PERFORMANCE
COURSE OUTLINE FOR 2-DAY TRAINING PROGRAMME

RECOGNISE THE ROLE OF A COACH IN COACHING FOR SERVICE PERFORMANCE

  1. Define coaching and its importance in performance management
  • Discover what coaching is and what it is not
  • Recognise coaching as an everyday interaction and how it fits into your role as a leader
  • Compare and contrast coaching, counselling and mentoring
  1. Evaluate the characteristics and roles of an effective coach for service performance
  • Cultivate the attributes of successful coaches

PREPARE COACHING PLAN FOR INDIVIDUALS TO ADDRESS SERVICE PERFORMANCE ISSUES

  1. Identify opportunity moments, coaching needs and areas of improvement and development
  • Discuss useful coaching opportunities and scenarios
  • Assess your personal orientation towards coaching
  1. Analyse the G.R.O.W. model to formulate a coaching plan for service performance improvement
  • Apply self-awareness techniques to remain calm when dealing with difficult customers
  • Use self-motivation techniques to remain resilient despite service challenges

DEMONSTRATE THE USE OF COACHING TECHNIQUES TO ADDRESS SERVICE PERFORMANCE ISSUES

  1. Apply questioning techniques and active listening skills to develop goals and explore issue(s) that the individual is raising
  • Practise the art of asking powerful questions
  • Engage in active listening to uncover the individual’s thoughts, feelings and actions
  1. Reflect feelings with appropriate words to engage the individual and overcome barriers to learning
  • Connect through empathy
  • Avoid pitfalls and overcome resistance in coaching
  1. Review areas of service performance with the individual to claim victories and address defeats
  • Role play and practise different coaching scenarios to gain confidence and influence in coaching
  1. Coach individual to identify options to address service performance areas and commit to action plans

MONITOR PROGRESS OF INDIVIDUAL FOR IMPROVEMENTS IN SERVICE PERFORMANCE

  1. Apply appropriate techniques to monitor individual’s progress for expected improvements in performance
  • Coach the individual to develop desired behaviours and abilities to improve in service performance
  • Encourage the individual to remove obstacles to performance in order to achieve targets and exceed
    customer expectations
  1. Provide constructive feedback to support individual in achieving expected improvements
  • Develop skills to give on-going constructive feedback

TAKE ACTION CHALLENGE – YOUR ACTION PLAN AND INSPIRATION FOR TRANSFORMATION

COURSE FEES

SkillsFuture Accredited – Eligible for Training Grant, Absentee Payroll & Use of SkillsFuture Credit/Enterprise Credit

Funding validity from 3 Nov 2021 to 2 Nov 2023

Our Coach for Service Performance training programme is SkillsFuture-accredited and eligible for various training subsidies. Thus, the actual fee payable is mostly dependent on the company’s incorporation type in Singapore (SME/non-SME). Other factors that affect the final fee include GST-registration status, and the nationality, age and salary range of training participants.

As this is an SSG-funded programme, Singapore Citizen and Singapore Permanent Resident learners must record their attendance electronically via the SingPass app, meet a minimum attendance of 75% of the training hours, and pass the competency-based assessments to successfully complete the course and qualify for funding. Absentee Payroll is a grant for Singapore-registered companies (excluding government entities) to defray manpower cost, capped at $100,000 p.a. Excluded from our invoice for course fees, employers have to endorse their employees’ details in the Enterprise Portal for Jobs & Skills (EPJS) after their course completion to facilitate funding disbursement.

Please click on one of the 3 tabs below to review the relevant fees.

Participant’s Profile Singapore Citizen
>= 40 years		 Singapore Citizen
21-39 years /
S’pore PR >= 21 years		 Non-Singapore
Citizen/PR
(Foreigner)
Full Course Fee (incl 9% GST) $490.50 $490.50 $490.50
Less: SSG Training Grant – $315.00 – $315.00 N.A.
Amount Payable (incl GST) $175.50 $175.50 $490.50
Less: Absentee Payroll – $63.00 – $63.00 N.A.
Net Training Investment (excl GST) $72.00 $72.00 $450.00
Participant’s Profile Singapore Citizen
>= 40 years		 Singapore Citizen
21-39 years /
S’pore PR >= 21 years		 Non-Singapore
Citizen/PR
(Foreigner)
Full Course Fee (incl 9% GST) $490.50 $490.50 $490.50
Less: SSG Training Grant – $315.00 – $225.00 N.A.
Amount Payable (incl GST) $175.50 $265.50 $490.50
Less: Absentee Payroll – $63.00 – $63.00 N.A.
Net Training Investment (excl GST) $72.00 $162.00 $450.00
Participant’s Profile Singapore Citizen
>= 40 years		 Singapore Citizen
21-39 years /
S’pore PR >= 21 years		 Non-Singapore
Citizen/PR
(Foreigner)
Full Course Fee (incl 9% GST) $490.50 $490.50 $490.50
Less: SSG Training Grant – $315.00 – $225.00 N.A.
Amount Payable (incl GST) $175.50 $265.50 $490.50

IN-HOUSE CORPORATE CLASS

Planning to organise one or more corporate training run(s) for your team? You may wish to discuss the following with us:

  • Class Size

    Our minimum class size is 12 participants per class. Should your group be smaller than this, do consider our open enrolment classes. For optimal learning, we tend to limit our class size to 25 participants as well. If your team has any other specific needs, we are happy to make special arrangements too. Let us know what you expect the final enrolment numbers to be.

  • Participant Profile

    What are the job roles of the participants? How experienced are they in customer service and how involved are they in problem-solving? Generally, having learners with similar profiles helps us to choose application scenarios that are more relevant and relatable. It also allows us to conduct the training at a level that is more comfortable for all learners. On the other hand, enrolling participants from different backgrounds allows for a more dynamic learning environment. The training session would also be a great place to share ideas across departments or offer team bonding opportunities.

  • Training Contextualisation

    Are there specific concerns that should be emphasised through the training? Or would there be scenario examples that you would like our trainers to address in class? Let’s discuss your preferences in view of these contexts.

  • Training Venue

    Do you plan to hold the training at your organisation’s premises or at an external training venue?

  • Proposed Schedule

    When are you planning to schedule the training run(s)? Lastly, are there specific days of the week or month that works better for your team? Likewise, are there black-out dates that we should avoid?

OPEN-ENROLMENT PUBLIC CLASS

Thinking of enrolling yourself, colleagues or friends for our public run classes? The following information may come in handy:

  • Company-sponsored

    If you are enrolling yourself or your colleagues as company-sponsored training participants, simply let us know and we will take care of the Training Grant and Absentee Payroll applications under SkillsFuture SG. There is no need to tap on personal SkillsFuture Credit to pay for the course fees.

  • Self-Sponsored

    As long as you are a Singapore Citizen aged 25 years and above, and have not fully utilised your SkillsFuture Credit (SFC), you can apply to pay for the course fees through SFC. In addition, if you are a Singapore Citizen between 21 to 30 years old with a Post-Secondary Education Account (PSEA), you may also apply to pay for your own or your siblings’ course fees through PSEA. Once your registration is processed, we will send you an invoice for your claim of SFC or PSEA. After that, we will guide you through the simple administrative process. You do not need to make payment if you apply to use SFC or PSEA before the course start date.

  • Workfare Skills Support (WSS)

    Extra support is also available if you are a Singapore Citizen aged 35 years and above, and earn an average gross monthly income of not more than S$2,300. Meeting the above criteria may qualify you for a S$100 Training Commitment Award (TCA) as well as other training allowances

  • Open Enrolment Dates

    Due to the limited public classes, we hope that you will find one of the following dates suitable. We look forward to welcoming you at an upcoming class!

DISCUSS YOUR TRAINING NEEDS

OPEN ENROLMENT DATES FOR COACH FOR SERVICE PERFORMANCE TRAINING PROGRAMME

27 & 28 Nov 2024 (Wed & Thu)
27 & 28 Feb 2025 (Thu & Fri)

Classes will be held from 9am to 6pm unless otherwise stated.
Kindly note that class commencement is subject to minimum class enrolment numbers.

REGISTER FOR OPEN ENROLMENT

Can’t seem to find a suitable date? Enter your contact details so that we can keep you posted on new classes.

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    COACH FOR SERVICE PERFORMANCE

    Facilitated by Imageworks in collaboration with Spectrum Management Consulting Course Code: TGS-2021009568
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    Coach for Service Performance