Employee Engagement & Change Management: Fostering a Service-Centric Culture

The strength and resilience of an organisation lies in the collective engagement of its people in the current world of change.


The strength of an organisation lies in the collective strength of its people. Learning to unlock the potential of individual employees and fostering constructive team dynamics may be the key to achieving lasting organisational impact. This ability is an imperative in this digital age where transformation is achieved with employees who are able to leverage technology in their interactions with both internal and external customers.

This programme is designed to support leaders to develop innovative ways of connecting people to create and implement change, help teams to rethink, adapt, rebuild, and relearn. Through this programme, leaders should create a strong culture that supports transformation whilst sustaining the drive for service excellence. Specifically, participants will be exposed to frameworks for creating strong culture and process that supports change, as well as learn management techniques to lead, manage, and implement change. 


  • Obtain insights into both the causes and challenges of leading in the digital age
  • Build Emotional Intelligence to lead across different generations (and the ability to adapt/ flex as required) 
  • Equip with tools/ frameworks to support Change in the digital age
  • Use change management strategies to create and foster a positive work environment that enables a service excellence and technology savvy culture 
  • Help people & teams to be able to rethink, adapt, rebuild, relearn


  • Basis for change especially in the digital age
  • Challenges of leading across different generations
  • Leadership role in Change 
  • Managing change
  • Putting Change into practice 


2 days, 9am to 5.30pm


Carlton Hotel 


Supervisors with people management responsibilities.

Managers who are involved in the field of designing organisational culture, talent management, learning & development, and any service setting that emphasises a customer-centric strategy.


Ms Karen Chew
Phone: +65 6828 0111
Email: ise@smu.edu.sg


27 - 28 Feb 2019


30 - 31 May 2019



Ms Julia Phillpot

Ms Julia Phillpot
Management Consultant and Leadership Coach

Julia is a consultant who specializes in leadership development and coaching to unlock both individual and team potential. She is passionate about enabling others to grow and develop the skills and capabilities required to lead in the digital age. She uses her experience and deep understand of people and business to design, develop and deliver workshops and team development programs.

Julia has 35 years of experience in the corporate world. During her 18 years at Microsoft and 7 years at Marks and Spencer, she held various senior leadership roles in Europe and Asia. When she left Microsoft in 2007 she held the position of Small Business Director for Microsoft in APAC.

As a facilitator, Julia is motivational, articulate, energetic and engaging. She is a very clear communicator and is known for simplifying the complex to gain clarity. Her business acumen and her ability to engage her audience creates a highly interactive and effective learning environment that accelerates awareness, and drives insight leading to improved performance in the digital age.

She loves working with individuals and teams to unlock insight and awareness and enable people to grow and build confidence and expertise.


Full Fee (Course Code in SkillsConnect: CRS-N-0043973)
SGD 2,675 (incl. GST) per person
For Singapore Citizens / Permanent Residents
Fee payable after 70% WSG Grant*:
SGD 802.50 (incl. GST) per person
For Singapore Citizens over 40 years old
Fee payable after 70% WSG Grant & Mid-Career Enhanced Subsidy:
SGD 302.50 (incl. GST) per person
For SMEs* sponsoring their employees who are Singapore Citizens / Permanent Residents
Fee payable after 70% WSG Grant & Enhanced Training Support for SMEs
SGD 302.50 (incl. GST) per person

*WSG funding is available to Singapore Citizen (SCs) and Singapore Permanent Resident (PRs), terms and conditions apply.

This programme has been approved for the Absentee Payroll Funding. The Human Resource department of individual participant will be required to process the Absentee Payroll and any additional funding that the participant is eligible for, no later than 30 days after programme commencement.

All workshops are subject to confirmation. ISE ​will ​send ​you ​a ​Confirmation ​email ​2 ​weeks ​before ​the ​course ​commencement ​date ​or ​when ​the ​minimum ​number ​is ​met, ​whichever ​is ​earlier. Upon confirmation of the workshop, a Tax Invoice will be sent via email to you.

ISE members will incur four (4) training credits per SC/PR staff for this workshop. For more information, please contact Karen at 6828 0111.

ISE reserves the rights to amend information including price, date, location, faculty, daily schedule and other details.