WSQ Coach for Service Performance Service Excellence WELCOME to the Coach for Service Performance Program Copyright © 2014 NTUC LearningHub Pte Ltd. All rights reserved. LHUB_ver1.0 1

Navigation Tool Bar [Aimation 1 - For Tribe - to animate where the Navigation Toolbar is] The Navigation Bar the bottom of elearning courseware Welcome to the course, before we proceed to the content. Throughout the entire e-learning journey, you will be using the Navigation Bar to more Let us familiarise the navigation Bar in the elearning interface which can be found at the bottom of the elearning courseware. [Animation 1] ….

[Animation 2 : Move Mouse over to Previous button to go back a page] Bring your Mouse over to the the Previous button. To go back to the previous page, click/depress on the Previous icon. [Animation 3 : Move Mouse over to Next button to proceed to the page] Now as we have located the Navigation Toolbar, we can proceed to the navigation buttons: [Animation 2] … By bring your Mouse over to the Prev button, you will be able to navigate to the Previous Slide. [Animation 3] … By bring your Mouse over to the Next button, you will be able to navigate to the Next Slide. Now, that we have familliarise ourselves with the Navigation Bar . Let’s proceed to the Next slide by clicking/depressing on the Next button. The Journey Begins. Bring your Mouse over to the the Next button to proceed to the Next page.

Introduction & Overview eLearning Introduction & Overview This session is an introduction & overview of the Coaching for Service Performance blended learning program, you will undertake. It is aptly called “The Journey of a Coach” 4

Overview “The Journey of a Coach” is divided into 3 key segments WHAT is Coaching? WHO is Coaching? HOW to Coach? Combination of Blended Learning (eLearning & facilitated classroom) sessions In the “ Journey of a Coach”, the program will cover 3 key segments which are: WHAT is Coaching? WHO is Coaching? HOW to Coach? This is a combination we call “Blended Learning” which consists of eLearning & facilitated classroom sessions 5

Objectives Covers the following aspects of Service Performance & Excellence: Develop clear understanding of the roles & responsibilities of a coach; Identify, prepare & deliver plans to enhance; Use appropriate & correct coaching techniques to improve & Tools to help monitor progress & improvements The next slide will give you a good idea about what the objectives that needs to be achieved by you as a learner of this program. There are a total of 4 objectives which are: Develop clear understanding of the roles & responsibilities of a coach; Identify, prepare & deliver plans to enhance; Use appropriate & correct coaching techniques to improve & Tools to help monitor progress & improvements 6

Learner Guide Structure Part 1: eLearning sessions (Self paced) Learning Modules (8) Assessments (After end of each learning module) Learning Activities (After end of each module) Part 2: Facilitated Classroom sessions Discussions Role Plays Case Studies Written Assessments The next 4 slides will guide you through some concepts on how & what the program entails for you as a learner. The 1st is the learner guide structure … .read from slide …. 7

Program Structure Assessment Competency-based assessments in the form of written assessments & role plays. 2. Application of learning Exposure to learning activities, to reinforce critical learning points, & reflect on how such learning can be applied back at the workplace. The 2nd is the program structure ……….. Read from slide 8

Program Assessment Assessment Activity Duration 1 Written Assessment 1 S/N Assessment Activity Duration 1 Written Assessment 1 10 mins 2 Written Assessment 2 30 mins 3 Role Play (RP) 5 mins & the 3rd is the facilitated classroom program assessment ………. [Read from Slide] 9

Admin Information Criteria for funding Learners are required to be assessed as ‘Competent’ before receiving their Statement of Attainment & finally some key admin information pertaining to completion of the CSP blended learning program 10

eLearning Introduction on Coaching for Service Performance CONGRATS! This is the end of eLearning Introduction on Coaching for Service Performance See you in Session 1 THANK YOU! 11