Course Objectives

This 2-day programme aims to help frontline staff (individual contributor) understands and appreciates the importance of effective service communication. Learn how to communicate the desired emotions/feelings in their verbal and non-verbal communications.

Note: The service tools and skills are designed in accordance with AIC Service Quality Toolkit for the Community Care Sector with the aim to:

• Build a Positive Service Culture and
• Provide tips and tools for Staff to deliver Person-centred Care

Note: The service principles, skills and techniques are facilitated from an individual contributor’s role and perspectives with actual case examples deployed to learn and practice with

Course Outline

Module 1: Building a Culture of Service Excellence

• Adopt a positive mindset towards service excellence
• It is everyone’s responsibility

Module 2: Delivering People-Centred Care

• Being aware of that service experience is meeting both the physical and emotional needs

Module 3: Becoming an Engaged & Empowered Service Professional

• Leverage on the Circle of Influence
• Communicate effectively – Apply the 3Vs and 3Rs of Empathy

Module 4: Managing Challenging Situations using the CLEAR Approach

Who Should Attend:

Support Care Staff, Allied Health Professional, Enrolled Nurse, Registered Nurse

Competency Mapping (CCSSF)

Respond to Service Challenges

Additional Information:

• Please click on "Express your Interest" to learn.
• For course enquiries, please contact Syahiidah directly at nursyahiidah@hmi.com.sg