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Human Capital Management |
Financial Services & Risk Management
| Macquarie
University Programmes
Professional Basic Certificate in
People/Supervisory Skills (ProfBCP/SS)
Programme Overview
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Admission & Fees
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Application
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Downloads & Enquiry
SHRI’s
ProfBCP/SS
programme is specifically designed to provide individuals with a better
understanding of their roles, responsibilities and goals within the
organisation. It covers the essentials of customer service delivery and
relationship building. Suitable for everyone in the organisation, this
course encourages individuals towards commitment and involvement so
performance and improvement objectives can be achieved.
Course Content
Module 1
- Understanding Human Behaviour
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Self-Awareness
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Managing Self
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Interpersonal Behaviour
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Group Dynamics
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Organisational Behaviour
Module 2 - Developing Key
Interpersonal Competencies
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Sensitivity to Others
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Effective Communication Skills
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Active Listening Skills
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Developing Relationships With Clients
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Handling Conflicts
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Influencing Others
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Participating in Groups
Module 3 - Understanding the
Essentials of Customer Service
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What is Customer Service?
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Meeting the Client's Needs
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The Elements that Influence Customer Service
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Anticipating Customers' Needs and Exceeding Their Expectations
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Communication in Customer Service
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Using Power Words and Phrases
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Interpreting Non-Verbal Cues
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Understanding Cultural Diversities
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Why do Customers get Upset?
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Guidelines for Managing Upset Customers
The modules listed above may be conducted in a
different sequence.
Course Duration
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3 months; 54 training hours
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Lessons are conducted twice a week
Assessment
Methods
Candidates are assessed through assignments and written examinations at
the end of each module. Upon successful completion of the programme,
candidates will be awarded the Professional Basic Certificate In
People/Supervisory Skills by SHRI.
Advancement
Graduates of the
ProfBCP/SS programme are encouraged to enrol in the Professional
Certificate in People/Supervisory Skills or Certificate in Human
Resource Management programme.
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