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Mindfulness for Quality Service at Work

Being resilient in performance is increasingly important in helping individuals to handle the demands of a rapidly changing environment and workplace. According to Kaplan (1999), resilience refers to the capacity of an individual to cope with stress, overcome adversity or adapt positively to change. It involves behaviours, thoughts and actions. Research has shown that resilience can be developed and enhanced to promote greater well-being. Importantly, resilience for quality service ensures that service performance stays consistently high and stresses that occur can be well managed.

The workshop aims to equip service executives and staff with techniques for them to cope with an increasingly challenging service landscape. This workshop is specifically designed to equip the executives to serve the customers and various stakeholders effectively with mindfulness. It also helps in building a mindful team culture.

Objective

By the end of this course, you will be able to:

• Strengthen your resilience in managing change, crises, and difficult emotions
• Prepare mentally for negative scenarios
• Demonstrate calmness when responding to stressful situations
• Adopt a flexible mind that enables one to reframe thinking in order to avoid taking things too personally and manage the agitation of others and calm them to a stable state.
• Disengage emotionally from unpleasant encounters to move on after each episode faced at work
• Apply coping strategies to manage stress at work

Outline

Who should attend

Executives who need to achieve service excellence in a stressful and rapidly changing environment

Methodology

Highly engaging interactive case analysis, facilitated small group discussion, video analysis, mindfulness practices and coaching

Testimonials

Profile of Dr. Richard Lim

Director, Southeast Asia, Professional School of Psychology, California, USA

Clinical Supervisor, American Psychological Association (APA), Singapore Association for Counselling (SAC)

Professional Member, American Group Psychotherapy Association (AGPA)

Professional Member, Singapore Psychological Society (SPS)

Doctorate, PsyD, Clinical Psychology, Professional School of Psychology, California

Master in Social Science in Counselling, University of South Australia

Graduate Diploma in Psychotherapy, Graduate School of Medical Studies, National University of Singapore

Bachelor in Arts and Social Science (HONS), National University of Singapore

Accredited Training Consultant, Legacy Leadership, Texas, USA

Accredited Consultant Trainer, Coach-based Consulting, Santa Fe Center, USA
Advanced training in Mindfulness, Psychodrama, Couple Therapy & Narrative Therapy

Richard focuses his professional consultancy on leadership development and organization coaching. He has worked with groups of leadership staff from multi-national companies like Coca Cola, Microsoft, PriceWaterhouseCooper, Shell, Lucent Technologies, Motorola, Barclays Capital, National Panasonic, Fujitsu, Courts, PSA, Continental Auto; International agencies like YMCA, Outward Bounds and World Vision; local government organizations and community institutions such as State Court, NIE, Ministry of Health, Ministry of Trade & Industry, National Environment Agency, National Council of Social Services, Singapore Sports Council, People’s Association, National Centre for Leadership Institute.

Richard works actively with parents of diverse professional backgrounds in Singapore and Jakarta for more than 15 years. As a Clinical Psychologist and Psychotherapist, he is appointed by the Ministry of Social & Family Development and Ministry of Education in Singapore to train both parents and teachers in matter of child, family and education development. Richard was tasked by the Singapore government to oversee various youth projects in Singapore tackling issues on adolescent relationship and sexuality. These were successfully carried out from 2007 till 2014. Richard was also actively managing young adult relationship concerns in Singapore supported by the Social Development Unit under Prime Minister Office. Currently, Richard is the Consultant Psychologist to oversee and train government officials on resilience and wellness with both public and private sector organizations. In the earlier part of Richard’s career, he was a diplomat analyst of Singapore with extensive travels round the world to manage foreign affairs matters.

Richard collaborates with prominent universities in Singapore like NUS and Nanyang Technological University (NTU) in training and supervising graduate students and alumni professionals in the application of behaviour science in organizations and the community. Richard was an Adjunct Lecturer at Nanyang Technological University (NTU), Nanyang Business School on management and leadership.

Richard has written professionally for various educational and organizational development projects. Richard has given frequent media interviews on his specialty to Jakarta Now, What’s New Jakarta, The Straits Time, FM93.8Live, Japanese TV, Taiwanese TV and European media programs.