Empathy: DNA of Service Excellence
Training Provider: SINGAPORE MANAGEMENT UNIVERSITY
Course Reference: TGS-2023041046
S$300
Original: S$1,000
Save S$700
About This Course
Empathy is defined as the ability to understand and share the feelings of another. It is the ability to put oneself in the shoes of others in a meaningful way. Empathy can be viewed as the cornerstone of Emotional Intelligence (EQ) which is the ability to manage our own emotions as well as the emotions of others.
What You'll Learn
At the end of the 1-day course, participants will be able to:
• Harness their emotions to improve personal productivity, become competent in managing emotions and be sensitised to those of their customers
• Exercise consequential thinking by consciously choosing their thoughts, feelings and actions to build empathetic rapport
• Develop emerging skills and learn quick-wins to everyday service work and relationships that make them emotionally intelligent
• Convey empathy and responsiveness to solidify the emotional connection with customers
• Harness their emotions to improve personal productivity, become competent in managing emotions and be sensitised to those of their customers
• Exercise consequential thinking by consciously choosing their thoughts, feelings and actions to build empathetic rapport
• Develop emerging skills and learn quick-wins to everyday service work and relationships that make them emotionally intelligent
• Convey empathy and responsiveness to solidify the emotional connection with customers
Course Details
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Note: To apply for this course, visit the SkillsFuture website or contact the training provider directly.
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