Training Programme on Performance and Public Service Excellence for Workmen's Group - Batch 12

Course code: CASPE/1
Area of Competency: Organisational Excellence
Target Audience: Manual Grade 
Duration: 4 full days

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This course has been devised to provide employees operating at the frontline level, in the manual category, to understand their roles and responsibilities and how they contribute in the organisational structure. Everything that we do comes down to customer service, hence this course will empower manual grades workers to work towards a service and performance excellence organisation.

At a stage where Ministries will be involved in Public Sector Business Transformation Implementation, this course will help manual grades workers to understand how it is important to motivate themselves and be more engaged in what they do.

The course covers the following topics:

• Communication
• Motivation
• Work Commitment
• Productivity Management
• Customer Service

The objectives of the course are to enable participants to:

• Understand how their communication is important
• Understand why employee engagement is important so as to embrace change
• Define their involvement in the organisation and how much they can contribute
• Apply techniques for self-motivation performance 

By the end of this course participants will be able to:

• Better understand how their communication skills affect them and people around them
• Understand what are their responsibilities in the organisation and how each one should contribute in delivering excellent service
• Understand why motivation plays an important role in performance
• Commit to employee engagement and make it a reality

The course aims to provide the manual cadre with the fundamental principles of communication and customer service in promoting employee engagement in the public sector. Incorporating practical sessions, group discussions and role plays this course will develop the versatility of the participants in delivering excellent service. 

Notional Learning Hours (100 hours = 10 credits)