Lead With One Vision (WSQ Lead with Service Vision) - MSF

NTUC LearningHub

Course introduction

Able to recognise the roles and responsability of one in the operation of the organisation Able to identify the importance area and lead the team on all followup actions Identify and promote a family-friendly, customer-focused approach Designed by the Ministry of Social & Family Development, Ideal for Family-Friendly Business Are you leading your team effectively to fulfil a powerful promise of service excellence in your organisation? How can you ignite a passion for service in your team to promote a customer-centric environment? Motivate your team to translate direction into results. This course has been carefully designed and tailored to meet the needs of corporate leaders and service managers who serve family-customers. Corporate leaders and service managers are encouraged to lead, role model and deliver excellence in line with a family-friendly, customer-focused approach, and identify areas of improvement to strengthen a team’s performance.

Course Benefits

Course Objectives
At the end of the course, learners will be able to:

• Recognise the roles and responsibilities of a leader in operationalising the organisation’s vision, mission & values
• Promote a customer-centric environment to lead teams towards service excellence through a family-friendly approach
• Strengthen the performance of teams by identifying follow-up actions for improvement

Course 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 3. 
Medium of Instruction & Trainer
Trainer: Trainee Ratio is 1:24

Target Audience

Who Should Attend
Recommended for corporate leaders and service professionals empowered with leadership roles -
Managers, Supervisors & Service Team Leaders

Course Outline

Course Duration
16 hours / Full-time
Course Outline

1. Recognise the roles and responsibilities of a leader in operationalising the organisation’s vision, mission and values
• Relationship between organisation’s vision, mission and values and customers’ expectations
• Importance of delivering excellent service to customers and families
• Role and responsibilities of a leader in operationalising the organisation’s family-friendly vision, mission and values
• Understand your family customers
> Families with young children
> Healthy and ambulant seniors
> Seniors with dementia
> Persons with disabilities
• What positive customer experience means for different family customers
• Operationalise the organisation’s family-friendly vision, mission and values
• Develop systems and processes to execute the organisation’s family-friendly vision, mission, values, as well as a service plan to meet the needs and expectations of family customers

2. Promote a customer-centric environment to lead teams towards service excellence and to generate and implement innovative service ideas for families
• Types of family-friendly infrastructures, amenities and services
> Uses, safety, convenience, ease of use, application of Universal Design principles
> Innovate physical environments to enhance family-friendliness
• “I am their Role Model”
> Cultural awareness and cross-cultural competency
> Communicate to customers with CARE: Confirm understanding, Acknowledge, Remember, Empathise
> Provide safe assistance to customers with mobility issues
> How to assist a customer in need
• Setting clear goals and performance metrics for the team while fostering a customer-centric culture to enhance the customer experience for families such as translating customer-focused, family-centric service into desired team behaviour
• Redesigning processes to recognise and support family-friendly service innovation
> Empowerment within appropriate boundaries
> Reward and recognition systems
> Innovative processes and activities to attract families

3. Analyse performance of teams to identify follow-up actions for improvement
• Methods to analyse the performance of team
> Conduct formal reviews
> Compare team’s performance with organisational guidelines
> Obtain feedback on team’s performance
• Recognise team members who display desired behaviours
• Coach teams to take preventive and corrective actions for improvement
Mode of Assessment
Participants would be assessed through learning activities 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 WSQ Lead with Service Vision

Available Course Sessions

Please click here to stay updated on upcoming sessions.

Trainer Profile

NTUC Learninghub Pte Ltd (Executive Arm of NTUC LearningHub)

NTUC LearningHub® employs industry experienced and vendor certified instructors. These instructors are required to achieve sufficient qualifications before leading a class. In addition, we work with partners to deliver the latest course materials and computer facilities so that students can learn critical skills and prepare for the examinations.