Lead a Service Team - Supervisory

The course provides the participants the skills and knowledge to lead and coach service team with confidence; and improve relationships with customers by applying effective communication techniques and understanding the types of service behaviours that truly make an exceptional difference to the customers. Participants will also learn to encourage and coordinate the team to participate in the planning, executing, monitoring and evaluating of continual improvements in service delivery.

The methodology adopted in this workshop is one based on the principles of competency-based training, with a good combination of lectures, discussions, activities, case-studies and role-plays. There will be both formative assessments and a final assessment to be conducted 2 weeks after the conclusion of the workshop. The final assessment is in the form of a completed assignment report which comprehensively encompasses all the performance criteria of assessment for this particular unit.

Service staff from various service industry sectors such as Retail, Personal Transport Services, Tourism, Hotel and Accommodation Services and Food and Beverage industries.

Plan to achieve team service outcomes.

• Understand the organisation’s service goals, plans and objectives and plan and arrange resources required to achieve them
• Know the principles of utilising organisational systems for planning and coordinating team activity and the principles for working within a team;
• Establish the roles, responsibilities and accountabilities of service team members in accordance with the organisation’s objectives and operational procedures.
• Recognise and utilise the strengths and attributes of individuals when allocating work tasks
• Know the techniques for engaging team members in planning and organising work activities

Develop team cohesion

• Build and maintain trust, respect and rapport with and between service teams and individuals to foster a team oriented environment.
• Facilitate and encourage service team to use effective communication processes to obtain and share information in accordance with organisational communications systems and procedures.
• Manage team conflicts
• Know the techniques for building team and facilitating team decision making

Participate in and facilitate a service team.

• Know the organisational procedures for the provision of necessary resources, in accordance with job role and responsibilities.
• Know the team management techniques and methods for facilitating within the team;
• Techniques for providing support to service team members to strengthen team service performance.
• Identify and manage difficult team members
• Facilitate team decision making in accordance with the service team’s purpose, roles, responsibilities and accountabilities.

Coordinate with management on issues relating to service delivery.

• Identify relevant personnel by studying the organisation’s structure.
• Know procedures for seeking relevant information or advice relating to issues  from management
• Know the principles of maintaining open contact and communication with relevant line managers to provide and obtain feedback on service delivery.
• Understand the organisational communication systems and procedures
• Understand personal job role, responsibilities and limitations to authority
• Know the procedures for escalating service issues to relevant management personnel
• Respond promptly, in agreed format, to line manager’s requests for information