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Service Coaching L3: Coach for Service Performance is a Program

Service Coaching L3: Coach for Service Performance

Time limit: 16 days

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Full program description

Service Coaching L3: Coach for Service Performance

Course Overview

This programme aims to equip individuals with the skills and knowledge in coaching for service performance. It involves an in-depth understanding of the purpose and impact of coaching; identifying characteristics of coaches and the coachee; learning and applying the coaching techniques; and implementing a coaching plan.

Who Should Attend

New and current supervisors/ managers from various industry sectors.

Course Duration

16 hours / Full-time

Course Outline

1. WHAT is Coaching?

An opening activity helps learners recognise the differences between several training and development methods widely used in organisations today. Thereafter, the definition and purpose of coaching in service performance will be shared. The topics include: 

(a) Training and Development At The Workplace
(b) Understanding Coaching
(c) Purpose of Coaching in Service Performance.

2. WHO is Coaching

This segment contains information of an individuals role against the role of a coach in service delivery. Learners will be engaged in collaborative learning through an activity that anchors the topic on characteristics of effective coaches. The topics include:

(a) Individual Role in Service Delivery
(b) The G.U.T.S. Roles of A Coach
(c) Characteristics of A Coach

3. HOW to Coach?

At the end of this segment, learners will produce a Coaching Plan. They will identify areas requiring 
development, craft realistic coaching objectives and outcomes, identify characteristics and learning styles of their coachee, prepare monitoring plans and learn ways to provide constructive feedback. Learners will apply their new skills with the coaching techniques shared, in a concluding activity with authentic service performance situations.

Mode of Assessment

Participants would be assessed through learning activities and assessment conducted during the programme.

Certification Obtained and Conferred by

Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this programme will be awarded with a Statement of Attainment (SOA) by SkillsFuture Singapore (SSG). This programme is offered on a modular basis only.

  • Mapped to Service Coaching L3: Coach for Service Performance

Course Objectives

At the end of the programme, participants will be able to:

  • Recognise the role of a coach in coaching for service performance
  • Prepare a coaching plan for individuals to address service performance issues
  • Demonstrate the use of coaching techniques to address service performance issues
  • Monitor progress of individuals for improvements in service performance

Pre-requisites

Participants should be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy (WPL) Level 4.

Medium of Instruction & Trainer

English

Trainer: Trainee Ratio is 1: 24

Additional Note

- Important Note -

Transition of Service Excellence Competency Framework (SVCF) WSQ to Skills Framework (SF)

Transition period is 18 months from 1 April 2020 to 30 September 2020

From 1 April 2019, the Service Excellence Competency Framework (SVCF) WSQ will be transited to the Skills Framework Construct

  • Each SVCF Skills Standard (SS) is mapped to a Technical Skills and Competencies (TSC) across Retail (SF), at the corresponding levels. Following the transition, all SOAs will reflect the respective TSC titles and Proficiency levels instead of the SVCF WSQ SS titles.
  • Existing SVCF WSQ qualification titles and modules bundling will be retained
  • Trainees who have commenced studies of qualification programmes accredited to SS are to complete the programmes within the 18-month transition period. Trainees will be awarded qualifications based on existing SS codes
  • LHUB will offer SVCF WSQ modules (SS) till 30 June 2020
  • LHUB will offer SVCF (SF) modules under SFw from 1 July 2020 onwards
  • There should not be any WSQ courses based on SS from SVCF WSQ Framework from 1 October 2020
  • For more information, visit SSG Website: www.ssg.gov.sg/wsq/industry-and-Occupational-Skills/ServiceExcellence-Competency-Framework.html

Price

 

Individual Sponsored

Non-SME

SME

 

w/o GST

w GST

w/o GST

w GST

w/o GST

w GST

Original Course Fee

 $380.00

 $406.60

 $380.00

 $406.60

 $380.00

 $406.60

Singapore Citizens & PRs aged 21 years and above

 $108.00

 $134.60

 $108.00

 $134.60

 $38.00

 $64.60

Singapore Citizens aged 40 years and above

 $38.00

 $64.60

 $38.00

 $64.60

 $38.00

 $64.60

^ Applicable for Singapore Citizen ABOVE 21 yrs & BELOW 40 yrs old / Singapore PRs

For more information, please contact us at +65 6336 LHUB (5482) or email ibe@nextu.com.sg.

When you sign in to your SkillsConnect account, please use the course reference number CRS-Q-0040368-RET to find this course.

Terms and conditions apply. NTUC LearningHub reserve the right to make changes or improvements to any of the products described in this document without prior notice.

Prices are subject to other LHUB miscellaneous fees.

WSQCFP