Coach for Service Performance (Service Coaching) (16 hrs)
Course Code: TGS-2019504203 | SSG Funded
Note: Classroom-based learning will be conducted through virtual classroom until further notice. Terms and conditions apply.
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).
- 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 in service performance
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 method 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 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 barrier to learning
Monitor progress of individual for improvements in service performance
-
Apply suitable methods to monitor progress of the individual under the period of coaching
-
Provide feedback to individual on service performance in a constructive and supportive manner
Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.
This course is suitable for call centre supervisors, crew / section / team leaders, assistant store managers, and supervisors.
Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm
| Type | Individuals | |||
| Singapore Citizens and Permanent Residents (Aged ≥ 21 years old) | Employer-sponsored and Self-Sponsored Singapore Citizens aged ≥ 40 years old | SME-sponsored Singapore Citizens and Permanent Residents | Non-SME-sponsored Singapore Citizens and Permanent Residents | |
| Type of Funding | ||||
| SkillsFuture Funding (Baseline) | SkillsFuture Mid-career Enhanced Subsidy | SkillsFuture Enhanced Training Support for SMEs | SkillsFuture Training Support for Non-SMEs | |
| Course Fee | $430.00 | $430.00 | $430.00 | $430.00 |
| Less: SkillsFuture Funding | $215.00 | $301.00 | $301.00 | $215.00 |
| Total Nett Fee | $215.00 | $129.00 | $129.00 | $215.00 |
| Add: GST @ 8% of Course Fee | $34.40 | $34.40 | $34.40 | $34.40 |
| Total Fee Payable to SQC | $249.40 | $163.40 | $163.40 | $249.40 |
Skill Code: RET-CEX-3009-1.1
Skill Title: Service Coaching-3
Funding validity period: 27 Jan 2020 – 25 Aug 2025
* Please click HERE for detailed information on general terms and conditions.
* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and complete listing of funded courses. This course is eligible for use of SkillsFuture credit.
- 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 in service performance
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 method 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 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 barrier to learning
Monitor progress of individual for improvements in service performance
-
Apply suitable methods to monitor progress of the individual under the period of coaching
-
Provide feedback to individual on service performance in a constructive and supportive manner
Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.
This course is suitable for call centre supervisors, crew / section / team leaders, assistant store managers, and supervisors.
Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm
| Type | Individuals | |||
| Singapore Citizens and Permanent Residents (Aged ≥ 21 years old) | Employer-sponsored and Self-Sponsored Singapore Citizens aged ≥ 40 years old | SME-sponsored Singapore Citizens and Permanent Residents | Non-SME-sponsored Singapore Citizens and Permanent Residents | |
| Type of Funding | ||||
| SkillsFuture Funding (Baseline) | SkillsFuture Mid-career Enhanced Subsidy | SkillsFuture Enhanced Training Support for SMEs | SkillsFuture Training Support for Non-SMEs | |
| Course Fee | $430.00 | $430.00 | $430.00 | $430.00 |
| Less: SkillsFuture Funding | $215.00 | $301.00 | $301.00 | $215.00 |
| Total Nett Fee | $215.00 | $129.00 | $129.00 | $215.00 |
| Add: GST @ 8% of Course Fee | $34.40 | $34.40 | $34.40 | $34.40 |
| Total Fee Payable to SQC | $249.40 | $163.40 | $163.40 | $249.40 |
Skill Code: RET-CEX-3009-1.1
Skill Title: Service Coaching-3
Funding validity period: 27 Jan 2020 – 25 Aug 2025
* Please click HERE for detailed information on general terms and conditions.
* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and complete listing of funded courses. This course is eligible for use of SkillsFuture credit.
Course Application
| Details | Registration |
|---|---|
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February 13, 2023 - February 14, 2023 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Closed |
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April 12, 2023 - April 13, 2023 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Closed |
|
June 5, 2023 - June 6, 2023 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Closed |
|
August 3, 2023 - August 4, 2023 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Closed |
|
October 9, 2023 - October 10, 2023 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Closed |