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Managing Expectations of Internal and External Customers

Structure Duration Two days
Time 9am to 5pm
Commencement Date 27 - 28 Feb 2017
25 - 26 July 2017
23 - 24 Oct 2017

COURSE FEE (NON-MEMBER): S$856.00* (including 7% GST)
COURSE FEE (MEMBER): S$727.60* (including 7% GST)
* Members enjoy a 15% discount before GST
* Group Discount (3 or more participants) - 10%

FUNDING AVAILABLE:
COMPANY SPONSORED PARTICIPANT

1) SDF GRANT REIMBURSEMENT (Non-WSQ)
    SDF Grant Amount: S$28.00 
    SDF Course Code: CRS-N-0030311
2) PIC Grant
    Click HERE for more info on PIC Grant.

INDIVIDUAL PARTICIPANT
SkillsFuture Credit 
(Individual Singaporean aged 25 and above)
Pre-approved SkillsFuture funding of S$500.00
Click HERE for more info on SkillsFuture.

Overview

Experienced a burnout? Unable to cope, mounting workload, find yourself dragging to work, sidelined by others and felt like quitting. Adding to the woes, faced with nasty customers and equally difficult staff. We’ve all heard of this.

But is there good news? Absolutely. Whilst hurdles may appear in-surmountable there are time tested strategies, techniques and skill that are learnable, to win at the work place and remain motivated undeterred by these daily challenges.

This course is designed to help staff to work effectively and enhance their ability to cope with various difficult behaviours from customers and colleagues.

Key Takeaways

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

  • Understand human behaviour
  • Be inspired to manage people, interact and lead
  • Understand your own strengths, weakness and limitations
  • Apply winning strategies and  proven techniques
  • Manage criticism and feedback
  • Apply emotional intelligence effectively
  • Apply assertiveness, tact and sensitivity in dealing with internal and external customers
  • Manage difficult staff and customers in a professional manner
  • Managing stress

Who Should Attend

Managers, supervisors, team leaders and staff members.

What Will Be Covered

  • Our Customers
    • Identifying your customers
    • 21st century customers
    • Seeing things from the customers perspective
    • How customers have changed?
    • Understanding customer needs and wants
  • Understanding People’s Behaviour
    • What drives people?
    • Winning With People
    • Motivational Theories
    • Human characteristics: Activist, Pragmatist, Reflector and Theorist
  • Managing Others
    • Meeting individual needs - self esteem
    • How to manage differences?
    • Addressing emotions before logic
    • Giving positive strokes
    • Understanding two Works’ theory and how it is applied
    • Applying assertiveness
  • Managing a Global and Culturally Diversified Workforce
    • Understanding the implications of globalisation
    • Cultural awareness
    • Exercising tact and sensitivity in a culturally diverse workplace
    • Impact of cultural and social differences
  • Managing Change
    • Managing change by being the change
    • Adapting to change
    • Dealing with resistance to change
    • Predictive patterns of change
  • Team Cohesiveness
    • Finding a common ground
    • Making “we’, take centre stage
  • Managing Conflicts
    • How can expectations be managed?
    • Adopting  a collaborative strategy
    • Office Politics  - Acids of the workplace
    • Conflict Resolution
    • Negotiate acceptable terms

Methodologies

The two-day programme would be highly dynamic and interactive .It will be activity driven with lectures, case studies, role plays, video clips, paired / group discussions and team assignments.

Trainer's Profile

With more than 20 years of industry experience in the service sector, Abraham played a pivotal role and was one of the key pioneer’s and architect of change management with Singapore Airlines. An aviation consultant, par excellence .Numero UNO. His practical experience and transformation of Singapore airlines service culture and accomplishments speaks volume, setting him apart and he is undoubtedly one of the catalyst to the Singapore Airlines story and where the airline is today.

His vast contribution, initiatives and ideas in change management with Singapore Airlines, distinctly differentiated himself from among the cohorts of his era and his articles and initiatives to date still remains in Singapore airlines intranet SOAR (service over and above the rest) channel. This is clearly a testimony of the LEGACY he left behind.

Abraham’s key roles on the corporate sector remained in change management and quality assurance. He spearheaded quality assurance, change management and brand culture. He took on roles as quality service manager of a resort hotel and then on as general manager of a travel organisation .Abraham was also the chief editor of the travel organisation's in-house magazine called, Service BUZZ. Following his stint in the corporate sector he moved on his current role in training and consultancy with MDIS, with the primary aim to share the wealth of his invaluable “brain trust”, gained and earned through the years.

His training competencies include soft skills, employability programmes, leadership, instructional design, training needs analysis and classroom delivery and workshops overarching in wide diversities of environment as in Singapore Police Force , Prisons to Retail.

Programs delivered included the following:

  • Change management
  • Service innovation
  • New age leadership
  • Provide GEMS Service – Levels of service
  • Service Excellence
  • Handling Difficult Customers
  • Interact With Customers
  • Build Relationship With Customers
  • Business Etiquette
  • Managing Differences- Anger Management,
  • Employability camp
  • Interview skills
  • Telephone etiquette
  • WSQ - PE,PSDM,LPD,CRM (ESS)

In his passion and quest for training excellence ,abraham has acquired several key professional certification competencies in training. He is a fully ACTA certified trainer .His other professional training certificates include the Singapore airlines Train The Trainer programmes , Instructional Design and also holds a Diploma In Training And Development(DACE) with Singapore Polytechnic.

 

Local Enquiries
etc@mdis.edu.sg
+65 6247 9111
ib@mdis.edu.sg
+65 6278 8000
International Enquiries