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Service leadership
Half day
| Target group: | Managers and supervisors seeking to establish or further develop a culture of quality service provision to internal and external clients |
| Group size: | Maximum of 16 |
| Level 2 program: | Assumes staff have some background and experience in the area. This program aims to extend skills and knowledge so that staff can tackle real problems they have encountered and apply their learning at an advanced level. |
| Schedule: |
| Date: | to be advised |
| Time: | to be advised |
| Venue: | to be advised |
| Apply by: | to be advised |
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| Cost: |
Course fee on a cost recovery basis
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| Catering: | Morning or afternoon tea provided |
| To apply: | Register your interest |
Overview
This course is for managers and supervisors wanting to develop a culture which produces high standard service for internal and external clients. It will outline a framework of key elements (resources, staff profiles etc.), and steps necessary to create an environment where staff embrace the goals and responsibilities of quality service and work cooperatively to achieve them. An overview of management skills and techniques for implementing cultural change, motivating, communicating, asserting and evaluating is also included.
Intended Outcomes
- Outline of the role of managers of service cultures
- Skills and approaches to managing change (attitudes and behaviours)
- Knowledge of steps to create a service culture
- Knowledge of techniques for building a unified, cooperative, responsible service approach
- Knowledge of common key problems and ways to prevent or solve them
Course Content
- Elements of a service culture
- Building a service team: agreed goals, roles, communication, problem solving
- Staff issues: motivation, stress, autonomy, responsibility
- Skills and techniques for managers
Handouts
A booklet of notes will be provided.
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