Managing Stakeholder Expectations

Equips learners with knowledge and abilities in choosing appropriate strategies and methods to promote a customer-centre environment within the organisation to achieve service excellence when managing Venue Operations.

Module Content

  • Align performance standards of the team to the organisation’s vision, mission and values
  • Use service design tools to translate the organisation’s vision, mission and values into the desired customer experience
  • Analyse performance of team to identify follow-up actions for improvement


Lessons are conducted in a structured yet pragmatic manner as lectures are blended with group discussions, role-plays and individual assessments. The group discussions give participants the opportunities to share their experience while role-playing helps the practice and application of concepts and approaches learned through the course.

Learning Outcomes

  1. Select and implement the method to operationalise as well as to align the team’s performance standard to the organisation’s
  2. Select the appropriate service design tool to translate the organisation’s vision, mission and values into desired customer experience to achieve service excellence
  3. Choose the appropriate strategies to promote a customer centric environment within the organisation to achieve service excellence
  4. Select and apply the appropriate method to influence team performance to achieve service excellence
  5. Apply various methods to analyse the performance of the team and to identify areas of improvement to achieve service excellence

Target Participants:

  1. Event, Project, Venue Operations Manager / Assistant Manager, Supervisor, Team Lead in planning, organising and implementing events.
  2. PMEs who have the relevant work experience within the sector or from other related industries or sectors wanting to enhance their skills and knowledge pertaining to the BTMICE venue management and operations
  3. Career switchers with managerial or leadership experience, or individuals in other related industries or sectors (List 1) wanting to expand their job portfolio or are seeking national Certification / Qualification

Medium of Instruction:


Total Training Hours: 16 hours (4 days)

Assessment and Certification

Participants who achieve 75% attendance and pass the end-of-course assessment will be awarded the Statement of Attainment.

Course Schedule

Upcoming Dates:

27th - 30th December 2022 (English)


6.30pm to 10.30pm (Tuesday - Friday)

Mode of Delivery:

Online Learning

Upcoming Dates:




Mode of Delivery:


Total Training Hours: 16 hours (4 days)
Registration Closing Date: 7 days before course commencement

Course Fees

  Singapore Citizens (21-39 Yrs Old)
& Permanent Residents (21 & above)
SG Citizens ≥ 40Yrs
SME Sponsored
Full Course Fees (incl. 7% GST) $513.60 $513.60
Training Grant $240.00 $336.00
Amount Payable (incl. 7% GST) $273.60 $177.60

Prices shown are not inclusive of application fee and/or any other additional fees that may be stipulated.

Course fees can be offset by using your SkillsFuture Credit!
UTAP - Get up to 50% Nett Course Fee support as an NTUC Member!


  In-Classroom Training Synchronous e-learning
TGS Code TGS-2020513190 TGS-2020503884
Course Support Period 01 Nov 2020 to 30 Sep 2022 07 Jun 2020 to 06 Jun 2022

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