Course benefits

Course outline

Duration

3hrs x 4 sessions

Programme leader

John Lai

With more than 10 years of experience as a Training Consultant, John specializes in Emotional Intelligence, Leadership & Management, Customer Service Management and Performance Improvement. He is a certified Trainer in John Maxwell Leadership & Coaching and John Kotter Change Management, and a certified practitioner in NLP, Personality profiling, Design Thinking and Mediation.

John has been recognised as an established training professional with demonstrated coaching skills, creativity, excellent communication and presentation skills, and was proud recipient of many awards in training delivery, sales results, and service excellence. He has trained thousands of leaders and executives and was instrumental in helping organisations and personnel performance improvements with his involvement in many projects such as Vision, Mission & Values alignment, Leadership development, Change management, Continuous improvement process and Customer centric culture implementations.

Prior to this, John has an extensive corporate leadership and operation experiences spanning across the F&B, Travel and Banking industries, in both MNCs and SMEs settings. His varied industry experiences has enabled him to appreciate and value-add to managing the challenges of management and staff, with excellent engagements across all stakeholders.

Colin Tan

Colin Tan is an independent consultant specialising in customer experience design, curriculum development, process and learning facilitation, design thinking, learning and organisation development. His career spans the manufacturing, services and consultancy industry, taking on roles that include business development, corporate services, learning and organisation development. He was Vice President, Product Development at training and consulting firm Service Quality Centre (SQC), leading teams to provide customised learning solutions to clients in service excellence, employability skills & innovation. He was General Manager (OD) at Ames United, a market leader in beauty services, providing leadership in learning and organisation development for all brands in the company. He currently offers his services to organisations and training institutions in designing and facilitating learning and organisation interventions.

Colin has more than 30 years of experience conducting training needs analysis, curriculum design, course development, facilitation, train-the-trainer, transfer of learning and evaluation. He is well-versed with the application of adult learning theories, experiential learning, competency-based approach, psychometric instruments and design thinking. He has conducted training for managerial, supervisory and operational staff, covering a range of topics such as customer experience strategy, customer engagement, service innovation, leadership, management and personal skills. He is able to guide teams on the application of design thinking from planning, empathy and reframing to ideation, prototyping and testing. He is a certified process facilitator in facilitating focus group discussions and other interventions to enhance engagement with customers, employees and other stakeholders.