H.E.A.R.T.@ Work


Course introduction

In a fast-paced, high-stress work environment it is difficult to maintain a positive outlook especially in situations where we deal with demanding customers and high expectations. H.E.A.R.T. is an acronym for a programme designed to help participants appreciate the importance of injecting humour and enthusiasm into their work so that they can derive greater joy in achieving their goals and targets. A positive attitude is emphasized as the cornerstone for achieving meaningful relationships with customers and stakeholders creating trust, which ensures a long-term mutually beneficial partnership.

Course Benefits

Upon completion of this workshop, participants will be able to;

  • Learn to use humour to defuse tension and delight yourself and others
  • Inject energy and enthusiasm into the daily effort in order to achieve peak performance
  • Adopt a positive attitude to overcome setbacks and challenges
  • Learn to nurture relationships and earn the trust of those that matter

Target Audience

  • Mid-level Managers;
  • Executive;
  • Administrative Staff; and
  • Admin Support Staff

Course Outline

Module 1: Introduction
Module 2: Appropriate Uses and Application of Root Cause Problem Solving
Module 3: Define The Problem

  • Identify The Problem and The Importance Of Working On It
  • Output Of This Step
  • Case Exercise
Module 4: Current Situation?
Module 5: Clarify The Problem Area as The Situation Exists Today
  • Output Of This Step
  • Case Exercise
Module 6: Root Cause Analysis
Module 7: Identify and Verify The Root Causes Of The Problem
  • Output Of This Step
  • Case Exercise
Module 8: Solution
Module 9: Develop Plan to Eliminate The Root Cause of The Problem / Situation
  • Output Of This Step
  • Case Exercise
Module 10: Check Results
Module 11: Implement Plans, Confirm They Have Impacted The Root Causes And The Goals For Improvement Have Been Met
  • Output Of This Step
  • Case Exercise
Module 12: Standardisation
Module 13: Modify Process/System to Ensure That The Improvements are Sustained Over Time
  • Output Of This Step
  • Case Exercise
Module 14: Future Plans
Module 15: Evaluate Where We Have Been and Where We Need To Go
  • Output Of This Step
  • Case Exercise

Available Course Sessions

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Trainer Profile

Jeffrey Goh

All of our Associate Trainers offer our high level of service therefore are subject to regular peer assessments and interview prior to joining our Institute. They must all be qualified and have relevant experience to an agreed level and are subjected to continual audit and evaluation. Strict internal assessment is implemented as an integral part of our quality control mechanism.