Coach for Service Performance (Service Coaching)
(Synchronous e-learning) (16 hrs)
Course Code: TGS‐2019504203
This course addresses the skills and knowledge to coach individuals for service performance. It involves identifying the coaching needs of individuals and preparing and delivering a coaching plan. It also includes the use of coaching techniques to close service gaps and monitor the progress of individuals for improvements in service performance.
Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).
Note: This is an online course.
Course Details
Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm
Course Fee : $430.00
Nett Fee Incl. 7% GST : $460.10
Nett Fee after Training Grant* : $73.10 (SMEs) | $188.10 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $73.10
* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and a complete listing of funded courses. This course is eligible for use of SkillsFuture credit.
Course Application
| Date | Details |
| November 15, 2021 - November 16, 2021 (9:00 am - 6:00 pm) Online LIVE stream via Zoom |
Open for registration (Fill in the enquiry form to know more |
Key Takeaways
Upon completion of this workshop, participants will be able to;
- Recognise the role of a coach in coaching for service performance
- Prepare coaching plan for individuals to address service performance issues
- Demonstrate the use of coaching techniques to address service performance issues
- Monitor progress of individual for improvements on service performance
Who Should Attend
This course is suitable for call centre supervisors, crew/section/team leaders, assistant store managers, and supervisors.
Programme Outlines
- Recognise the role of a coach in coaching for service performance
- Know the roles and characteristics of a coach
- Establish individual’s (coachee’s) role in service delivery so as to coach the individual to improve service performance
- Prepare coaching plan for individuals to address service performance issues
- Apply appropriate methods to identify the coaching needs or areas of improvement of an individual
- Formulate a coaching plan for service performance improvement to demonstrate understanding of the components of the coaching plan
- Demonstrate the use of coaching techniques to address service performance issues
- Demonstrate the techniques for coaching
- Apply suitable coaching styles with considerations to the coaching platform, coachee’s individual learning styles and barriers to learning
- Apply appropriate methods to overcome individual’s barriers to learning
- Monitor progress of individual for improvements on service performance
- Apply suitable methods to monitor the progress of the individual under the period of coaching
- Provide feedback to individuals on service performance in a constructive and supportive manner
Methodologies
The course will be conducted through online LIVE streaming via Zoom. Participants will undergo experiential learning through mini-lectures, group discussions, role-plays, quizzes, and videos.
