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)

Min. Chinese Proficiency of Applicant:


Assessment and Certification

Participants who achieve at least 75% attendance and pass the end-of-course assessment will be awarded the Statement of Attainment
(FOR ALL 16 Hours course)

Participants who achieve 100% attendance and pass the end-of-course assessment will be awarded the Statement of Attainment
(FOR ALL 4/ 8 Hours course)

Course Schedule

Upcoming Dates:

15th to 18th July 2024 (English)


6:30pm to 10:30pm (Monday - Thursday)

Mode of Delivery:

Classroom Learning

Upcoming Dates:

Please call 63341080 for more information



Mode of Delivery:


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

Course Fees

Category Singapore Citizens & Permanent Residents Employer-sponsored and Self-sponsored Singapore Citizens aged 40 years and above SME-sponsored Local Employees (i.e Singapore Citizen & Permanent Residents)
Funding Source SkillsFuture Funding (Baseline) SkillsFuture Mid-Career Enhanced Subsidy SkillsFuture Enhanced Training Support for SMEs
Course Fees $480.00 $480.00 $480.00
SkillsFuture Funding $240.00 $336.00 $336.00
Total Nett Fee $240.00 $144.00 $144.00
GST (9%) $43.20 $43.20 $43.20
Total Fee Payable to SCCIOB $283.20 $187.20 $187.20

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 Oct 2020 to 30 Sep 2024 07Jun 2020 to 06 Jun 2026

Language & Culture

A diverse range of courses that incorporate Mandarin both at a business and a personal level...
Read More
View Detail

Business Studies

Business, management and skill-specific programmes to meet training & development needs of local industries...
Read More
View Detail

China Ready Programme

Develop & deepen your skills in order to be ready for the opportunities arising from the Chinese market...
Read More
View Detail

Upcoming Courses

Upskill. Innovate. Seize new Opportunities. - Advance your career with our upcoming courses at SCCIOB today!...
Read More
View Detail

Corporate Training

SCCIOB caters to the learning and development needs of a wide variety of corporate staff, including government officials, industry/company leaders & senior managers, working professionals and executives.

Sign Up Today