Becoming Relationally Credible
About This Course
This is a hands-on course where participants will be equipped on how to coach individuals through application of coaching techniques and by leveraging off a coaching methodology to build the team. The learner will practice how to listen deeply and ask questions with insight to better understand the real issues that challenge workplace effectiveness and serving customers and clients; and how to communicate in a productive way towards better workplace performance, including the powerful skill of giving feedback.
Program Objectives
LO1: Learner will be able to define the characteristics and roles of a coach in coaching for service performance
LO2: Learner will be able to develop a coaching plan for individuals to address service performance taking into consideration barriers to learning
LO3: Learner will be able to use coaching techniques to provide feedback on areas of improvement and address service performance gaps
LO4: Learner will be able to employ techniques to monitor progress and improvements in service performance
What You'll Learn
Learning Unit 2 (LU2): Create a Coaching Plan
Learning Unit 3 (LU3): Apply Coaching Techniques at the Workplace
Learning Unit 4 (LU4) :Monitor Progress of Service Performance
Entry Requirements
For this course, learners are assumed to:
1. Have an understanding of the organisation’s vision, mission, values, processes and procedures
2. Have an understanding of the organization’s product and service offering
3. Have an understanding of the organization’s service excellence procedures and practices and be able to impart service practices to peers, juniors and subordinates
4. Have 2 years of experience in a service-related capacity
5. 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