Empathy at Work: Building an Empathic Organisational Culture (for Service Sector)
- Human Resource
- Innovation & Business Improvement
This programme is conducted online.
2 days
Weekdays (9am - 6pm)
Who Should Attend
This course is for professionals, managers and executives looking to:
- Build customer trust and loyalty in a disrupted and competitive business landscape
- Attract more customer compliments and reduce customer complaints
- Save time and energy by preventing and de-escalating problems customers may face
- Enjoy better sales and increase customer retention
- Employ empathy as a key workplace and skills differentiator in the digital economy
- Build a conducive environment towards better health, more harmonious relationships and more meaning, purpose, joy and wellbeing at work
Overview
Empathy is a game-changer, especially in an increasingly digital world where the human touch is vital. Within research findings in the last few years, the Customer Satisfaction Index of Singapore by the Institute of Service Excellence has highlighted the rising importance of empathy as a critical driver for customer satisfaction and loyalty. In the 2017 American Express Global Customer Service Barometer, empathy was also found to be one of the top three attributes of a successful customer service professional.
This module is available on a standalone basis.
Learning Objectives
- Explain why empathy is a critical necessity for businesses and other organisations
- Examine the strong association between empathy and wellbeing
- Identify practical ways to enhance wellbeing at work
- Describe how empathy can be extended to colleagues, thereby creating a positive culture from which empathy flows more naturally to external customers
- Practise how to establish strong human connections and empathise with customers and other stakeholders in different situations, including challenging ones
Topic/Structure
- Why Empathy Matters
- Empathy and Care Towards Oneself (to build wellbeing)
- Empathy to Colleagues (to build positive culture)
- Empathy to Customers (to build customer loyalty through various service situations)
Assessment
As part of the requirement for SkillsFuture Singapore, there will be an assessment conducted at the end of the course. The mode of assessment, which is up to the trainer’s discretion, may be an online quiz, a group/ individual presentation or based on classroom exercises.
Participants are required to attain a minimum of 75% attendance and pass the associated assessment in order to receive a digital Certificate of Completion issued by Singapore Management University.
Calculate Programme Fee
Fee Table
| COMPANY-SPONSORED | |||
|
PARTICIPANT PROFILE |
SELF-SPONSORED |
SME |
NON-SME |
|
Singapore Citizen < 40 years old Permanent Resident LTVP+
|
$654 (After SSG Funding 70%) |
$254 (After SSG Funding 70% |
$654 (After SSG Funding 70%) |
|
Singapore Citizen ≥ 40 years old |
$254 (After SSG Funding 70% |
$254 (After SSG Funding 70% |
$254 (After SSG Funding 70% |
|
International Participant |
$2,180 (No Funding) |
$2,180 (No Funding) |
$2,180 (No Funding) |
All prices include 9% GST
Please note that the programme fees are subject to change without prior notice.
Post Secondary Education Account (PSEA)
PSEA can be utilised for subsidised programmes eligible for SkillsFuture Credit support. Click here to find out more.
Self Sponsored
SkillsFuture Credit
Singapore Citizens aged 25 and above may use their SkillsFuture Credits to pay for the course fees. The credits may be used on top of existing course fee funding.
This is only applicable to self-sponsored participants. Application to utilise SkillsFuture Credits can be submitted when making payment for the course via the SMU Academy TMS Portal, and can only be made within 60 days of course start date.
Please click here for more information on the SkillsFuture Credit. For help in submitting an SFC claim, you may wish to refer to our step-by-step guide on claiming SkillsFuture Credits (Individual).Workfare Skills Support Scheme
From 1 July 2023, the Workfare Skills Support (WSS) scheme has been enhanced. Please click here for more details.
Company Sponsored
Enhanced Training Support for SMEs (ETSS)
- Organisation must be registered or incorporated in Singapore
- Employment size of not more than 200 or with annual sales turnover of not more than $100 million
- Trainees must be hired in accordance with the Employment Act and fully sponsored by their employers for the course
- Trainees must be Singapore Citizens or Singapore Permanent Residents
- Trainees must not be a full-time national serviceman
- Trainees are eligible for ETSS funding only if their company's SME status is approved prior to the course commencement date. To verify your SME's status, please click here.
Please click here for more information on ETSS.
Absentee Payroll
Companies who sponsor their employees for the course may apply for Absentee Payroll here. For more information, please refer to:
AP Guide (Non-SME Companies)
Declaration Guide (SME Companies)
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