Course Objectives

This 2-day programme aims to upgrade and enhance the service excellence and people engagement skills of team leads/ supervisors, managers and HODs. It equips participants with the skills and techniques to interact and connect with clients, clients' family members and their next-of-kin more effectively to improve the image of community care and thereafter enhance the overall service experience.

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: This programme coverage is similar to Delivering Service Excellence for CCO as the objective is to align and instill common Service Language – principles, skills and techniques across the teams. However, the facilitation is to be intentionally focused (questions, issues and challenges raised) on the role of a service leader, how to manage/drive teamwork and individual excellence to deliver desired service experience. Module 3 has additional leadership skillsets to coach and enable team members to excel in service.

Course Outline

Module 1: Building A Culture of Service Excellence

• Taking the lead to build a service culture
• Adopt a new mindset and competencies
• Encourage staff to take ownership

Module 2: Develop People-Centred Care

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

Module 3: Becoming An Engaged and Empowered Service Leader

• Giving feedback using the BOFF Method - Constructive / Positive
• Managing performance issues
• Communicate effectively – Apply the 3Vs and 3Rs of Empathy

Module 4: Managing Challenging Situations

• Manage and communicate adverse outcomes
• Support and guide staff in applying the CLEAR approach

Who Should Attend:

Senior Therapist/Principal Therapist, Nurse Manager/Nurse Clinician/Nurse Educator Executive/Senior Executive Manager, Allied Health Professional, Corporate Services Staff

*Recommended for any Team Leads and Supervisors fronting service

Competency Mapping (CCSSF)

NA

Additional Information:

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