Managing Change & Enhancing Teamwork for High-Quality Customer Service

NAME OF THE COURSE
Managing Change & Enhancing Teamwork for High-Quality Customer Service
 
CERTIFICATION
Managing Change & Enhancing Teamwork for High-Quality Customer Service
 
COURSE OVERVIEW
The ability to work with team leaders to manage change processes. It also includes facilitating innovation at the workplace, implementing change strategies and processes and evaluating the impact of change.
The world is evolving at a very fast pace.  Each day, organisations have to face the 3 major ‘C’s: Competition, Challenges and Changes. The “Change and Adapt Now!” programme is specially designed to equip participants with the right mindset and skills to change and adapt from caterpillars to beautiful butterflies.
 
TRAINING DURATION
Total Training Hours : 10-14 Hours
Training Duration      : 2 Days
Total Training  Days  : 1-2 Working Days
 
TRAINING SCHEDULE
Weekdays (Sunday to Thursday)
Regular Sessions : 4 – 6 Hrs Per day (9am to 2pm or 3.00pm to 9.00 pm)
Food & refreshments Included
Weekends (Friday & Saturday)
Fast Track Sessions: 8 Hours per day (9am to 5pm)
Food & refreshments Included
 
CERTIFICATION
Globally recognized certificate from “Kings Global Career Academy”
 
TEST
No
 
LEARNING AIDS
Yes
 
COURSE MATERIAL
Hard & Soft Copies of Study Material
 
LANGUAGE OF INSTRUCTION
English
 
INSTRUCTOR HELPLINE
Yes
1. Email
2. Social Media (For Emergency requirements)
 
REGISTRATION REQUIREMENTS
1. Passport Copy
2. Curriculum Vitae
3. Passport size photographs
4. Course Fee
 
MODE OF PAYMENT
Cash / Cheque / Credit Card / Bank Transfer.
 
TARGET AUDIENCE
Department Manager, Manager and High Potential Executive who has potential to play the role of a change agent or to lead organisational change management.
 
COURSE BENEFITS
After the end, of course, the participants will be able to do the following:
  • Facilitate innovation at the workplace
  • Manage implementation of change strategies and change management process
  • Monitor and evaluate the impact of change on team leaders
  • Developing an open & positive mindset towards change and uncertainty
  • Recognise what the expectation of change & respond positively to different ways of doing things in the workplace.
  • Be flexible and adaptive to different workplace demands and new initiatives
  • Enhance their ability to adapt to a stressful & pressuring environment caused by ambiguity & uncertainty.
  • Readily embrace and support organisational change
  • Be motivated to lead, innovate and initiate new changes to improve organizational efficiency & effectiveness
 
COURSE CONTENTS 1
 
Part I: Developing  An Open Mindset Towards Change
  • Introduction to the World of Major 3C
  • Identifying the forces of change
  • Taking a positive outlook towards change
  • Readily embracing change & uncertainty in life
 
Part II: Understanding the Expectation of Change
  • Understanding the human dynamics of change
  • Identifying the types of change and their impact
  • Assessment: Can we cope with change?
  • Readily anticipating changes in our workplace
 
Part III: Responding Positively to Change
  • Managing changes in our workplace
  • Ways to change your mindset to change
  • Overcoming resistance to change
  • Winning everybody’s commitment to change
  • Be flexible to different challenging demands
 
Part IV: Conclusion – Motivated to Lead, Innovate & Change
  • Supporting & initiating organisational change
  • Questions & Answers
  • Summary: YES! Change & Adapt NOW!
 
 
COURSE CONTENTS 2
 
Fright, Flight or Fight
 
Introduction to Change
  • Entering the VUCA world
  • How to manage VUCA
  • Innovation
  • Importance of service innovation
  • Facets of change management in an organization
  • Organisational policies and procedures regarding change management
  • Work With The Big Picture In Mind
 
What are Systems Thinking?
  • Systems thinking tools
  • Tacit vs. Explicit Knowledge
  • Learning Organisation
  • Factors contributing to change
  • Kotter’s 8-Step Change Management Theory
  • Prosci’s Change Management Theory
  • Recognising and addressing feelings when managing change
  • Competencies to respond positively to change
  • Behaviours and systems supporting/limiting effectiveness of change
  • Roles in implementing change management strategies
  • How to keep abreast of change management systems
  • Managing Change Processes With Care
 
Learning from change management strategies
  • Methods and tools for data analysis
  • Qualitative and quantitative data
  • Data analysis methods
Support enterprising behaviour and risk taking
REGISTER