To build a culture of service centricity across the organisation, the champion of change has to come from the top. 


To build a culture of service centricity across the organisation, the leadership team is vital in charting the strategic direction and leading by example in an increasingly dynamic and uncertain global business environment. Providing the right stewardship paves a facilitative platform for service-oriented businesses to transform themselves to meet the changing demands of their customers.

This programme is tailored to enhance the strategic leadership mindset and competencies of participants towards moulding a service centric culture. Participants will learn to appreciate and effectively devise strategies as well as overcome challenges to maintain a competitive advantage through service leadership.

Using a proprietary leadership assessment tool, leaders and management professionals will also have the opportunity to increase their self-awareness and discover their innate talents and strengths. This will develop participants towards being a valued added role model and building the desired culture of their organisation.


  • Understand strategy as a choice of trade-offs, an added-value decision, and a commitment process to build competitive advantage.
  • Understand many paradoxes in the strategic change process and the basic principles for leaders to cope with them.
  • Understand how to lead through the strategic change process by communicating and motivating effectively.
  • Gain self-awareness by discovering your greatest talents and strengths and how these reflect upon your brand as a leader.
  • Understand the importance of building a service-centric culture within organisation.
  • Identify the leadership elements required to develop a service-centric organisation:
    • Envision an organisational culture with service-centricity as its driving force,
    • Execute and implement the vision through role modelling and talent selection,
    • Engage and empower your people towards service excellence.


  • Leader as Architect: Strategy and Strategic Change
  • Leader as “Transformer”: Lego Case and 4C Model
  • Leader as Teacher: Paul Levy Case and Change Process
  • Ambidextrous Leader: Principle of the Second Curve
  • Knowing Your Leadership Brand
  • Envisioning a Service Centric Culture
  • Synchronizing Vision with Leadership Execution

  • Building A Highly Engaged Team


2 days, 9am to 5.30pm


Carlton Hotel  


Professionals and executives with managerial responsibilities with roles in driving service improvement strategies, culture, and initiatives, as well as a customer oriented workforce.


Ms Karen Chew
Phone: +65 6828 0111


11 - 12 Apr 2019



Dr. Geng Xue Song

Dr. Geng Xue Song
Associate Professor of Strategic Management
Lee Kong Chian School of Business, Singapore Management University

Dr. Geng is an Associate Professor of Strategic Management at the Lee Kong Chian School of Business, Singapore Management University. He has a PhD (Strategy) from the University of Toronto. Dr. Geng research areas and areas of interest encompass Strategy and Organisation, Asian and ASEAN Initiatives and Business Models and Innovation. 

Please find Prof Geng's full CV here.

Ms Deon Senturk

Ms Deon Senturk
Director of Asia Pacific Business Strategy & Development
Talent Plus

Deon Senturk joined Talent Plus® in 2014 and works to integrate Talent Plus concepts with client partners throughout the world. As Director of Business Strategy and Development, Senturk partners with Talent Plus clients to help them understand the philosophies of strength investment and The Science of Talent ®. Her work is concentrated on the hospitality industry, working with clients such as Mandarin Oriental, The Ritz-Carlton Hotel Company and The Peninsula Hotels as she becomes a trusted advisor to top leaders in the area of human capital selection and development, strategic talent management planning and organisational behavior.

Please find Deon's full CV here.

Dr Vanessa San

Dr Vanessa San
Leadership Consultant
Talent Plus ®

At Talent Plus ®, Dr. Vanessa San is a key member of the Leadership Consulting team with significant management consulting background. Dr. San is an organizational psychologist who has worked with industry leaders from diverse backgrounds across healthcare, corporate business and educational settings for the past 17 years. 

Please find Vanessa's full CV here.


Full Fee (Course Code in SkillsConnect: CRS-N-0043338)
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.