WSQ Coach for Service Performance


About this Course

This programme aims to equip individuals with the skills and knowledge in coaching for service performance. It involves an in-depth understanding of the purpose and impact of coaching; identifying characteristics of coaches and the coachee; learning and applying the coaching techniques; and implementing a coaching plan.

Course Objectives

At the end of the programme, participants will be able to:

• Recognise the role of a coach in coaching for service performance

• Prepare a coaching plan for individuals to address service performance issues

• Demonstrate the use of coaching techniques to address service performance issues

• Monitor progress of individuals for improvements in service performance

Who should attend

New and current supervisors/ managers from various industry sectors.



Course Duration

15 hours / Full Time

Course Outline

1. ‘WHAT’ is Coaching?

An opening activity helps learners recognise the differences between several training and development methods widely used in organisations today. Thereafter, the definition and purpose of coaching in service performance will be shared. The topics include (a) Training and Development At The Workplace,

(b) Understanding Coaching, and (c) Purpose of Coaching in Service Performance.

2. ‘WHO’ is Coaching?

This segment contains information of an individual’s role against the role of a coach in service delivery. Learners will be engaged in collaborative learning through an activity that anchors the topic on characteristics of effective coaches. The topics include (a) Individual Role in Service Delivery, (b) The G.U.T.S. Roles of A Coach, and (c) Characteristics of A Coach.

3. ‘HOW’ to Coach?

At the end of this segment, learners will produce a Coaching Plan. They will identify areas requiring 

development, craft realistic coaching objectives and outcomes, identify characteristics and learning styles of their coachee, prepare monitoring plans and learn ways to provide constructive feedback. Learners will apply their new skills with the coaching techniques shared, in a concluding activity with authentic service performance situations.

Medium of Instruction & Trainer : Trainee Ratio


Trainer : Trainee Ratio is 1:24

Mode of Assessment

Participants would be assessed through learning activities and assessment conducted during the program.

Certification Obtained and Conferred by

Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this training and assessment package will be awarded with a Statement of Attainment (SOA) awarded by WDA plus certificate of attendance by LHUB.

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