WSQCFP - SERVICE COACHING L3: COACH FOR SERVICE PERFORMANCE by NTUC LearningHub

Course Overview

The program will equip individuals with the skills and knowledge in coaching their staff. Learners will gain an in-depth understanding of the purpose and impact of coaching; identifying characteristics of coaches and the coachee; learning and applying the coaching techniques; and implementing a coaching plan.

Course Objectives

At the end of the programme, participants will be able to:

• Recognise the role of a coach in coaching for service performance
• Prepare a coaching plan for individuals to address service performance issues
• Demonstrate the use of coaching techniques to address service performance issues
• Monitor progress of individuals for improvements in service performance

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 4.

Course Outline

1. WHAT is Coaching?

An opening activity helps learners recognise the differences between several training and development methods widely used in organisations today. Thereafter, the definition and purpose of coaching in service performance will be shared. The topics include:

(a) Training and Development At The Workplace
(b) Understanding Coaching
(c) Purpose of Coaching in Service Performance.

2. WHO is Coaching

This segment contains information of an individuals role against the role of a coach in service delivery. Learners will be engaged in collaborative learning through an activity that anchors the topic on characteristics of effective coaches. The topics include:

(a) Individual Role in Service Delivery
(b) The G.U.T.S. Roles of A Coach
(c) Characteristics of A Coach

3. HOW to Coach?

At the end of this segment, learners will produce a Coaching Plan. They will identify areas requiring development, craft realistic coaching objectives and outcomes, identify characteristics and learning styles of their coachee, prepare monitoring plans and learn ways to provide constructive feedback. Learners will apply their new skills with the coaching techniques shared, in a concluding activity with authentic service performance situations.

Certificate 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 Service Coaching L3: Coach for Service Performance