Empathy is the ability to understand and share the feelings of another. Empathy is also the ability to put yourself into the shoes of others in a meaningful. Empathy can be viewed as the cornerstone of Emotional Intelligence, which is to not only manage our own emotions, but also that of others. It increases the effectiveness of your communication as you sense what others need to understand and if they are getting it from you or not.

Outstanding customer service with members of public is crucial for gaining, retaining and nurturing positive relationship that will enhances policing work. Hence the role of empathy is important in achieving this Service Excellence.

In this workshop, we explore what is service excellence, empathy and the role empathy plays in service excellence. We will focus on understanding and managing emotions, fostering genuine connections and enhancing our relationship building skills, as well as the importance of establishing the level of trust in this relationship.

Objective

Upon successful completion of the workshop, participants will better understand and appreciate:

• Importance of Empathy in Service Excellence
• Emotional Management Skills
• Developing Empathetic Communication Skills
• Using Empathy in handling Conflicts
• Demonstrate Empathy and build rapport with Members of Public
• Building genuine and lasting relationship

Outline

Introduction

• Welcome and Ice Breaker
• Introduction

What is Empathy and Customer Service and their relationship?

• Introduction to “Empathy”, “Sympathy” and “Compassion”
• Emotional Empathy and Cognitive Empathy
• Introduction to Customer Service and the Experience
• Empathy and Customer Service in creating the desired Experience

Emotional Management

• What is Emotional Intelligence and Emotional Management
• My emotions and their emotions – How we interact
• Methods to better manage my emotions

Active Listening and Communication

• What is Active Listening and Empathetic Listening
• Listening beyond words
• Listening to feedback, even if negative
• How to hold a courageous conversation

Managing Conflicts and Difficult Conversation

• How to employ Empathy in conflict resolution and difficult conversation
• Identifying and leveraging the underlying emotions to help achieve the desired outcomes

Building Rapport through Trust and Empathy

• What is trust and psychological safety
• The relationship between Trust and Empathy
• Some ways to build rapport using Trust and Empathy

Closing / Debrief

• Q&A

Who should attend

This course is designed for professionals who regularly interact with members of the public and wish to enhance their service excellence through empathy and effective communication.

Robin Liu's Profile

Robin is passionate in assisting his coachees to gain clarity and self-awareness, setting up goals, drawing up action plans, setting accountability for them to take action on the plans, and creating routines and new habits that will sustain the momentum and motivation in taking responsibility for their own life.

With over 20 years of corporate experience, he has accumulated valuable insights and know-hows into the different workings, systems and culture of public, private and non-profit organizations. Robin has held different roles in operations, strategic planning, marketing, people and project management, change and crisis management, coaching and training, mainly in industries of healthcare, cultural and arts as well as voluntary welfare organizations.

He is trained and certified in Business Continuity Management and has expertise in operations, strategic planning, marketing, people and project management, change and crisis management, coaching, and training. Robin is skilled in drawing out and leveraging on the strengths of his team and clients to increase their effectiveness and performance.

Robin holds a Masters in Industrial and Organizational Psychology and Human Resources Management from the City University of New York, Baruch College in United States. He also has a Master’s in Business Administration from the University of Hull, Business School, United Kingdom. He holds an Advance Certificate in Training and Assessment (ACTA). Robin is fluent in both English and Mandarin.

Some of Robin’s clients are People’s Association, Rakuten, Changi Travel Service Pte Ltd, Crestar Enterprise Pte Ltd, CHC Construction Pte Ltd, TopAir Engineering Pte Ltd, Yuen Law LLC and etc. He has helped these organisations and individuals achieve their goals through training, facilitation and coaching in order they can unleash their potentials.

Certifications
• DISC Certified Practitioner by Assessment 24 x7
• Certified Hogan Assessment User
• Certified Workplace Resilience Trainer
• Certified Positive Psychology Coach
• Registered Corporate Coach, WABC
• Authorised YB12 Corporate Coach
• Associate Member, Business Continuity Institute, UK
• Registered Yoga Teacher (200 Hours), Yoga Alliance
• ACTA Certified