Manage Stakeholders through Service Values Excellence

Service Commitments and Values are the compass of every organisation and employee, it defines and shapes the service standards, delivery and outcomes of every employee staff to the people they serve. Service excellence starts from the head, heart and hands. When employees are motivated to serve the internal and external stakeholders, they will enhance the organisation’s service culture, work excellence, productivity which drive performance and profitability of the organisation.

As employees who serve internal and external stakeholders/customers:

  • How can we better engage, communicate, connect and manage stakeholders with diverse needs, interests and wants?
  • How can we learn to have self-care so that we are more motivated, competent and confident to manage stakeholders and difficult situations?
  • How we can manage challenging stakeholders in a professional way?
HEAD (Think) Articulate, align and apply the Organisation’s Service Quality commitment, values and standards with the internal and external stakeholders
HEART (Feel)
  • Self-Care, Self-Control, Self-Motivate
  • Understand, listen and feel through the Eyes of the stakeholders
  • Identify Emotional and Solution Needs
  • Apply Effective Communication towards clients and at workplace – visual, verbal and vocal.
HANDS (Act)
  • Individual Roles, Contributions and Levels of Service
  • Champion Service Excellence as role model
  • Acquire Basic Skills in Managing Challenging Stakeholders, and Situations


At the end of the program, participants will

  1. Articulate, align and apply the Organisation’s Service Quality commitment, values and standards with the internal and external stakeholders
  2. Explain how the Organisation’s Service Excellence commitment and values would be manifested in our professional role and everyday work
  3. Apply self-care, self-control and self-motivation through emotional intelligence -manage our emotions, resilience and empathy
  4. Communicate and connect with the stakeholders effectively and understand their personalities
  5. Understand and manage challenging stakeholders, complains and situations in a professional manner

Overview of the Organisation’s Service Commitment

  • Service Excellence Touchpoints-Moment of Truth-face to face, phone, virtual communications and email
  • Importance of Service Excellence towards our organisation, professional roles and stakeholders

Bring Our Passion to Work

  • Identify my “gifts” (strengths & contributions) to the organisation and stakeholders
  • Identify my motivation to serve the stakeholders better
  • Being “engaged at work”- Think: Identify personal values and align to the organisation’s Vision, Mission and Service Excellence commitments
  • Feel- Sense of pride, belonging and purpose in the organisation
  • Act- Willing to go beyond the extra mile and value add in one’s role

Reality Check on Service Excellence

  • Where are we now in terms of strengths, concerns and areas of improvement/development what I’m glad about?
  • Identify key challenges, problems/concerns in service excellence and managing stakeholders

Self-Care Through Emotional Intelligence- Intrapersonal

Self-Awareness

  • Understand our emotional brain and logic brain
  • Tune in to our emotions and manage negative emotions and anger during stressful situations and with challenging people
  • Learn to manage self and gain personal and professional effectiveness through emotional intelligence

Self-Regulation & Self-Motivation

  • Identify your hot buttons and emotional triggers
  • Regulate and manage negative feelings and anger through self-control
  • Practice adaptability and self-coaching to manage emotions facing challenging people and stressful situations
  • Reframe negative situations by focusing on the behaviour and not the person
  • Practice resilience – better control of one’s feelings and manage others
  • Direct your emotions towards an inspiring purpose- service excellence commitment
  • Learn to manage self and gain personal and professional effectiveness through emotional intelligence

Self-Care Through Emotional Intelligence – Interpersonal Empathy

“Your stakeholders do not care how much you know until they know how much you care”.

  • Understand and enter into the other’s party world view
  • Tune in to the stakeholders’ feelings and respond with sensitivity, professionalism by seeking first to understand
  • Apply empathetic listening, verbal and non-verbal communication
  • Be resourceful-offer alternatives and solutions if possible

Effective Relationship with our stakeholders

  • Understand the various strengths and differences in our behaviourial traits at work
  • Interact with people successfully through influence and “speak their language”
  • Manage emotions of others Learn to say no assertively yet professionally towards stakeholders
  • Practice empathy and enhance communication skills and interpersonal relationship
  • Understand challenging stakeholders’ personalities and how to manage them or “win them over”
  • Forge mutual understanding, shared values, win -win goals and outcomes with stakeholders

Manage Challenging Situations & Stakeholders

  • Practice all the micro skills in service excellence and manage challenging situations and stakeholders (Using real life common organisation and workplace scenarios as role plays)
  • Enhance our professionalism competencies capabilities and confidence in service excellence mindset and delivery
  • Identify ways to practice all the micro skills in service excellence and managing challenging situations and stakeholders
  • Provide support, help and motivation to one another

Methodology

  • Mini-content sessions
  • Experiential Learning and Application Activities
  • Program include a DISC Profile to understand and better manage stakeholders of different personalities
  • Role plays of challenging situations and stakeholders

Executives Leaders, Managers and Supervisors

  • It’s a valuable and relevant workshop and the trainer is very engaging
  • Contents can be applied
  • Different aspects of people handling
  • Exposure on how to handle different scenarios
  • Hands on and group activities and role plays
  • Interactive