News

 

MAY 2008

SRC - Committed To Its People

Singapore Recreation Centre (SRC) is an organization that values its people, engages them in the business and challenges them to scale new heights for the organization and for themselves. An OTi partner since her first People Developer (PD) certification journey in 2004, SRC was recently re-certified as a People Developer, the business excellence niche standard for people.  In recognition of its model HR employment practice of hiring mature workers, SRC was also recently featured in Channel NewsAsia’s Gold Collar series.

SRC’s PD journey involved a holistic approach including the following interventions:

Intervention

Objectives

Involvement

Strategic HR Leadership Workshop

Set the People direction

Management team

Business Excellence (PD niche standard) Audit

Benchmark People management systems and practices against the Business Excellence (People niche standard)

HR

Business Excellence Assessment Course

Equip and empower committees to drive the People initiatives

PD Steering and Working committee members

Employee Engagement Survey

Understand the heartbeat of the People

All Staff

Core Training Programs

·         ESS Communication & Relationship Management

·         ESS Problem Solving & Decision Making

·         ESS Initiative & Enterprise

·         UP Your Service! College: Achieving Superior Service

·         Service Recovery

Equip the People with the heart, mind and skillset to achieve SRC Mission and Values 

All Staff/ Frontline Staff for Service Programs

Singapore Recreation Club General Manager / Hon. Secretary Mr Abdul Rashid says, “At SRC, we believe in the mantra that our people are our assets. Only with training linked to the Club’s Key Performance Indicators can SRC survive as a premier members’ owned Club. Our recent re-certification success for the People Developer Status is a direct result of us having an experienced and committed partner in training, which is OTi. We look forward to working with OTi for our future Guest Rooms project.”

If you are interested to find out more about our interventions, please contact Lilian or Serene at enquiries@oticonsulting.com

URA Development Control Division - SQ Boosters to UP Your Service!

 

From January to February 2008, OTi conducted a series of SQ Booster Workshops for 144 participants from Urban Redevelopment Authority's Development Control Division (URA DCD). The SQ Booster Workshops were based on UP Your Service! College's Course 100 - Achieving Superior Service. The objective of the workshops was for URA DCD staff to come together and re-live the importance of providing quality service to their customers.

OTi also conducted a half-day SQ Day on 26 March 2008, where UP Your Service! College® Founder/Chairman Ron Kaufman gave an inspirational talk to the URA DCD staff and presented the Division with a UYSC Client Recognition Plaque.

URA DCD's staff enjoyed the training, with feedback such as:

  • "Good reminder on the important points on providing good service."
  • "The course is relevant to our work and is conducted in a fun manner."
  • "The interactive games have underlying messages of service."
  • "Specific case scenarios and role-play tailored to real world situations that URA faced."
  • "(The workshop) motivates me to be more friendly and helpful to customers."
  • "Good booster, serves as reminder to all the good customer service behavior that we may forget along the way."

OTi's Master Trainer: UP Your Service!

OTi Senior Consultant/Manager Anne David has been recognized by UP Your Service! College (UYSC) as a Master Trainer. Congratulations Anne!

As a UYSC Master Trainer, Anne is authorized to conduct UYSC Course 100 Certified Leaders' Certification Programs, which certifies Certified Course Leaders to train UYSC Course 100 - Achieving Superior Service.

For more information on UYSC CLCPs, please visit http://www.oticonsulting.com/3.3_UYSC_CLCP.htm

IKEA - Communications @ Work in Mandarin

OTi Senior Consultant Catherine Choo conducted a Communication & Relationship Management (Operations) workshop in Mandarin for IKEA from 21-22 April 2008. During the 2 day course, participants learned how to participate in workplace communications and work in teams as well as how to develop workplace negotiation skills.

Here are some testimonies of the participants (in Mandarin):

  • (课程）对华校生有帮助，因为能够进一步的了解课程，能够有效地与学员沟通。彼此了解与建立关系，才会减少摩擦。
    (The Mandarin program) is very useful for Chinese-educated workers, because we can better understand the program and learn how to communicate more effectively with each other. Only when we understand each other can we build good relationships and reduce misunderstanding. (Celine Cheong)
    "The interactive games have underlying messages of service."
  • 上了课对工作有帮助，能提高我们的办事能力，可用在工作上及生活里。
    Attending the course helps us to raise our competencies. We can also apply concepts learned in our personal lives. (Huang Wen Tong)
  • (课程）让学员了解什么是沟通以及学习一些没有学过的事情。
    (The Mandarin program) allows participants to understand what communication is and we get to learn new things. (Francis Foo Jong Hiang)