About
For this program, the participant will be able to coach individuals for service performance. This includes using coaching techniques to close service gaps and monitoring the progress of individuals for improvements in service performance.
Learning Outcomes
At the end of the two day workshop, the participant will be able to:
- Review feedback on individuals’ work performance to identify root causes of performance gaps
- Prepare coaching plan for individuals taking into account barriers to learning
- Use coaching techniques to address service performance issues
- Monitor the progress of individuals for improvements in service performance through patient feedback
- Reflect on own coaching style to review the suitability and effectiveness in coaching individuals
Some of the topics that will be covered include:
Identify the Roles of a Coach in Coaching for Service Performance
- Characteristics of a Coach
- Roles of a Coach
Identify Areas of Improvement and Prepare a Coaching Plan for Individuals to Address Service Performance Issues
- Methods to Identify Areas of Improvement and Root Causes of Performance Gaps
- Components of a Coaching Plan
Use Coaching Techniques to Address Service Performance Issues
- Coaching Techniques
- Coaching Styles
- Barriers to Learning
Monitor Progress of Individual for Improvements in Service Performance through Patient Feedback
- Monitoring Progress
- Methods to Provide Feedback
Reflecting on Own Coaching Style
- Reflecting on own Coaching Style
Who Should Attend
This course is suitable for Patient-facing staff, patient service representatives, contact centre officers, hospital nurses, healthcare staff, service crew who are eager to be equipped with the appropriate skillset to coach individuals for service performance.
Methodology
The two day workshop will be delivered through lectures, case study, role play, and group discussion.
