Coach for Service Performance

Course Objectives

LO1: Recognise the role of a coach in coaching for service performance

LO2: Evaluate the characteristics and roles of an effective coach for service performance LO3: Identify opportunity moments, coaching needs and areas of improvement and development

LO4: Analyse the G.R.O.W. model to formulate a coaching plan for service performance improvement

LO5: Apply questioning techniques and active listening skills to develop goals and explore issues that the individual is raising

LO6: Demonstrate reflect feelings and use appropriate words to engage the individual and overcome barriers to learning

LO7: Review areas of service performance with the individual to claim victories and address defeats

LO8: Coach individual to identify options to address service performance areas and commit to action plans

LO9: Apply appropriate techniques to monitor individual’s progress for expected improvements in service performance

LO10: Provide constructive feedback to support individual in achieving expected improvements

Coach individuals for service performance to close service gaps and monitor the progress of individuals for improvements in service performance

Minimum Entry Requirement

Learners should have at least secondary or equivalent educational qualifications and be able to - listen to, speak, read and write English at a proficiency level equivalent to the Employability Skills System Workplace Literacy (WPL) Level 3; - use numeracy skills equivalent to the Employability Skills System Workplace Numeracy (WPN) Level 3; and - possess basic computer skills. Learners are assumed to - have prior service, sales or customer relations experience; and - be overseeing the work performance of one or more staff.

Funding

Full Fees : $490.50

Singaporeans > 40 years old : $175.50

PRs / Singaporeans < 39 years old : $265.50

Additional Info

Course Code : TGS-2021009568