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WSQ - Impactful Leadership Framework

Sessions 2 days
Duration 16 hrs
Level Beginner
Assessment 2 hrs

Venue

12 Woodlands Square #07-85/86/87 Woods Square Tower 1, Singapore 737715. 5 mins walk from Woodlands (NS9) MRT station.

The venue is disabled-friendly.

TSC Title: Service Leadership-4
TSC Code: RET-CEX-4014-1.1

Funding for this course is valid from 30 Apr 2025 to 29 Apr 2027. Register and complete the course within this period to qualify for funding support.

By end of the course, learners should be able to:

LO1: Recognise leadership responsibilities that align team practices with the organisation’s vision, mission, and values.
LO2: Promote a service culture by encouraging team behaviours that reflect customer-focused values and service excellence.
LO3: Analyse team performance metrics to identify improvement areas and recommend actionable follow-up steps.

Download Course Brochure

Certificate of Achievement from Tertiary Infotech Academy Pte Ltd - Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Certificate of Achievement from Tertiary Infotech Academy Pte Ltd.
OpenCerts from SkillsFuture Singapore - After passing the assessment(s) and achieving at least 75% attendance, participants will receive a OpenCert (aka Statement of Achievement) from SkillsFuture Singapore, certifying that they have achieved the Competency Standard(s) in the above Skills Framework.

WSQ - Impactful Leadership Framework

Course Code: TGS-2025054484

WSQ
SFC
PSEA
UTAP
SFEC
Absentee Payroll
MCES

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This WSQ Impactful Leadership Framework training equips current and aspiring leaders with the mindset, tools, and practical skills to lead high-performing, service-oriented teams. Centred around four key pillars—Self Leadership, People Development, Problem Solving, and Measure & Vision—this course empowers leaders to align team behaviours with the organisation’s values, mission, and long-term vision. Learners will explore the essentials of setting a strong leadership foundation, fostering growth in others, and encouraging service excellence.

Participants will also gain expertise in evaluating team performance using relevant metrics, identifying areas for improvement, and proposing data-driven solutions. Emphasis is placed on cultivating a customer-centric service culture, promoting accountability, and developing strategic thinking through practical leadership tools. This course is ideal for professionals seeking to lead with impact, influence positive change, and build high-performance teams in a competitive service environment.

Full Fee $940.00 Before GST

GST $84.60 9% of fee

Baseline Nett $554.60 SG/PR age 21+ · 50% funded

MCES / SME Nett $366.60 SG age 40+ · 70% funded

SkillsFuture Enterprise Credit (SFEC)

Eligible companies can use their $10,000 SFEC to cover up to 90% of out-of-pocket course fees for classes ending on or before 30 Nov 2026. A redesigned SFEC starts on 1 Dec 2026.

View on SkillsFuture for Business

SkillsFuture Credit (SFC)

Eligible Singapore Citizens can use their SFC to offset course fee payable after funding but the $4,000 Additional SFC (Mid-Career Support) cannot be used.

Direct Application on SkillsFuture Portal

UTAP

Eligible NTUC members can apply for 50% of the unfunded fee from UTAP, capped up to $250/year and for members aged 40 and above, capped up to $500/year.

Submit UTAP Claim

PSEA

Eligible Singapore Citizens can use their PSEA funds to offset course fee payable after funding.

Check PSEA Eligibility

Scroll down to “Keyword Tags” to verify for PSEA eligibility.
If there is “PSEA” under keyword tags, the course is eligible for PSEA.

Once you are eligible for PSEA, please download and fill up the PSEA Withdrawal Form, then submit the completed form to us:

PSEA Withdrawal Form Submit PSEA Form

Please bring your own laptop for hands-on training. If you don't have laptop, we can provide spare laptop for training use.

We provide free consultation related to the subject matter after the course.
Please email your queries to enquiry@tertiaryinfotech.com and we will forward your queries to the subject matter experts.

You can register your interest without upfront payment. There is no penalty for withdrawal of the course before the class commences.
We reserve the right to cancel or re-schedule the course due to unforeseen circumstances. If the course is cancelled, we will refund 100% for any paid amount.
Note the venue of the training is subject to changes due to availability of the classroom.

Course Details

LU1 Impactful Leadership Framework

Topic 1 The Impactful Leadership Framework - 4 pillars

Pillar A - Self Leadership

Introspection into own strengths and potential

Mastery in influencing own thoughts, behaviours and actions

Work effectively with inbuilt saboteurs

Pillar B - People Development

Cultivate a learning culture

Coach and build talents of potential team members

Create and fuel a safe space for feedback and innovation

Pillar C - Problem Solving

Differentiate between a technical and adaptive challenge

Utilise the globally-recognised WIAL Action Learning method in problem solving (WIAL : World Institute of Action Learning)

Create and implement a collaborative environment

Pillar D - Measure and Vision

Consistent check and balance on own’s progress as a leader

Solicit feedback for review

Map out new goals with a visionary mindset

LU2 Service Excellence

Topic 2 Pillar A - Self Leadership

Self management as a leader : awareness of strengths and gaps, reflection & regulation of own thoughts and actions

Identify leadership domain: executor, influencing, relationship-building, strategic thinking

Understand traits that sabotage leadership growth

Value alignment : review positioning of personal and organisational values

Topic 3 Pillar B - People Development

Understand team dynamics and diversity

Develop coaching competencies as a leader

Learn the GROW coaching model for team performance

Nurture integrity and ethics in developing teams

LU3 Evaluate Team Performance

Topic 4 Pillar C - Problem Solving

How WIAL’s Action Learning methodology works

6 rules of action learning to solve problems

Distinguish between technical and adaptive challenge

Leverage on diverse opinions and multiple perspectives

Clarify assumptions and develop new ideas

Purposeful and focused questioning to resolve conflict management

Monitor accountability in carrying out solutions

Topic 5 Pillar D - Measure & Vision

Measure and appraise leadership progress with 360 feedback

Conduct consistent team pulse check-ins

Motivate and inspire team members to build on formal and informal reviews

Adopt a nomadic mindset when setting visionary milestones

Written Exam
Practical Exam

Course Info

Minimum Entry Requirement

Knowledge and Skills

Able to operate using computer functions
Minimum 3 GCE ‘O’ Levels Passes including English or WPL Level 5 (Average of Reading, Listening, Speaking & Writing Scores)

Attitude

Positive Learning Attitude
Enthusiastic Learner

Experience

Minimum of 1 year of working experience.

Target Age Group: 21-65 years old

Funding Eligibility Criteria

Self-sponsored learners (individuals)

Singapore Citizens and Singapore Permanent Residents aged 21 and above.
Up to 50% course fee funding. Singapore Citizens aged 40 and above receive up to 70% under the Mid-career Enhanced Subsidy (MCES).
Singapore Citizens aged 25 and above can pay the remaining fee with SkillsFuture Credit.

Company-sponsored learners

Singapore Citizens and Singapore Permanent Residents who are direct employees of the sponsoring company.
Up to 50% course fee funding, or up to 70% for employees of SMEs (Enhanced Training Support for SMEs) and for Singapore Citizens aged 40 and above. An SME has no more than 200 employees or an annual turnover of no more than $100 million.
Employers can also claim Absentee Payroll funding for employees who attend during working hours.
Eligible companies can offset their out-of-pocket fees with SkillsFuture Enterprise Credit (SFEC).

Conditions for all funded learners

Attendance is taken digitally with Singpass for every session, including the assessment.
You must complete the course and pass all assessments (assessed as Competent).
If these conditions are not met, the funding is clawed back and the learner or employer pays the full course fee.
9% GST is charged on the full course fee before funding.
Promo and discount codes cannot be used on funded courses.
Any balance after funding can be paid in cash, with SkillsFuture Credit, with PSEA (Singapore Citizens with a PSEA), or partly reimbursed by UTAP for NTUC members.

How to Apply SkillsFuture Credit Claim for Individuals

Singapore Citizens aged 25 and above can use their SkillsFuture Credit (base tier) to pay the course fee after funding. The $4,000 mid-career top-up cannot be used for this course.

Register for this course as self-sponsored and tell us you will use SkillsFuture Credit. Do not pay the amount you plan to claim.
We email you an invoice showing the course fee after funding.
From 60 days before the course starts, and no later than the course start date, log in to MySkillsFuture with Singpass and click Claim credits.
Click Submit a Claim and search for this course by its course code, TGS-2025054484.
Select your class start date, enter the course fee payable after funding and the amount of credit to claim, then upload the invoice (PDF, JPG or PNG, under 4MB).
Review, accept the terms and click Agree and Submit. The credit is paid directly to us; processing can take up to 14 working days.

Changing or withdrawing: cancel the claim on MySkillsFuture at least one day before the course starts. If your class date changes, cancel the claim and submit a new one with the new date.

How to Apply SkillsFuture Enterprise Credit (SFEC)

SFEC helps companies pay for employee training. The current SFEC ends on 30 November 2026, and a redesigned SFEC starts on 1 December 2026.

Current SFEC: classes ending on or before 30 November 2026

Eligible companies received a one-off $10,000 credit, notified by letter to their Corppass administrator. Eligibility generally required at least 3 Singapore Citizen or PR employees and Skills Development Levy contributions.
SFEC covers up to 90% of the company's out-of-pocket course fee after other subsidies.

Check your company's SFEC eligibility and balance on EnterpriseSG.
Register your Singapore Citizen or PR employee for a class that ends by 30 November 2026, as company-sponsored, and pay the course fee after funding.
Your employee attends and completes the course. We submit the attendance and assessment results to SWDA.
No separate claim is needed. SFEC is calculated automatically once the course fee grant is approved and is paid quarterly to your company's IRAS GIRO or PayNow Corporate account.

Any unused balance of the current SFEC expires on 30 November 2026.

Redesigned SFEC from 1 December 2026

Companies with at least 3 resident employees receive a fresh $10,000 in an online SFEC wallet that offsets out-of-pocket fees upfront at enrolment, instead of reimbursing them afterwards. SWDA has not yet published the support rates and claim steps; see OurWorkforce or our SFEC guide.

How to Apply UTAP (NTUC Members)

NTUC members can claim 50% of the unfunded course fee under the Union Training Assistance Programme (UTAP), capped at $250 a year (aged below 40) or $500 a year (aged 40 and above). The cap is shared with UTAP claims for AI tool subscriptions.

Eligibility: you must be an NTUC member paying full membership fees, with your membership paid up before and during the course and when you claim. The course must not be fully paid for by your employer or another source.

Make sure your NTUC membership is paid up before the course starts.
Register for this course with us and pay the course fee after funding and SkillsFuture Credit.
Attend at least 75% of the course and sit all assessments.
Within 6 months after the course ends, go to the NTUC U Portal, open UTAP under E-services, log in with Singpass and choose Course Fee Claim.
Enter the nett course fee you paid (after all subsidies and SkillsFuture Credit, including GST), and upload your invoice or receipt and your certificate or result slip (PDF, JPG or PNG, up to 5MB each).
NTUC usually pays the claim within 4 weeks of submission.

How to Apply PSEA

Singapore Citizens with a Post-Secondary Education Account (PSEA), which stays open until around the year you turn 31, can use it to pay the course fee after funding for PSEA-approved courses. You can also use a sibling's PSEA after your own has been used up.

Check that this course shows the PSEA tag on its MySkillsFuture page.
Check your PSEA balance on MOE's Student Finance System with Singpass.
Download and complete the PSEA withdrawal form, then submit it to us.
We submit the withdrawal request to MOE. You (and your sibling, if you are using their account) authorise it in the Student Finance System. Nothing is withdrawn without this authorisation.
MOE pays us directly. If you have already paid, we refund the amount covered by PSEA.

More details: MOE PSEA overview.

Appeal Process

If you disagree with an assessment decision, you have the right to appeal.

When the assessor gives you feedback, say whether you agree with the outcome. If you agree, you and the assessor sign the Assessment Summary Record; if you disagree, do not sign it.
Discuss the decision with the assessor or the assessment manager first.
If you are still not satisfied, tell the assessor you intend to appeal. The assessor records this in the feedback section of the Assessment Summary Record and informs the assessment manager.
Lodge your appeal within 7 days, giving your reasons, using the Candidate Appeal Form. The assessor can help you write and lodge it.
An Assessment Appeal Panel reviews the information from you and the assessor and makes a decision. A record of the appeal and its outcome is kept.
You will be told the outcome within 2 weeks of lodging the appeal. The panel's decision is final.

Job Roles

Team Leader
Supervisor
Operations Manager
Customer Service Manager
Project Manager
Department Head
HR Business Partner
Learning & Development Executive
Talent Development Specialist
Corporate Trainer
Service Excellence Manager
People and Culture Lead
Organisational Development Executive
Training Manager
Business Unit Manager
Strategy Consultant
Performance Coach
Senior Executive
Management Associate
Leadership Development Consultant

Trainers

Zuzanita Zakaria is an ICF-credentialed coach (ACC) specialising in supporting emerging and experienced leaders for performance, and development of leadership competencies. She is also a WIAL-Certified Action Learning Coach, where she coaches small groups in solving complex problems, and a certified adult trainer (ACLP. An industry veteran in the media and content industry, Zuzanita has led multiple teams across the globe in producing complex projects for broadcasters and international publishers. Her teams’ and individual works are commissioned by Discovery Channel, History Channel, South China Morning Post,, The Straits Times, Marshall Cavendish, Thomson-Reuters, and many others. On a selected basis, Zuzanita also provides consultancy in content marketing projects on national scales. As a leadership coach, Zuzanita’s passion is in developing agile leaders with strategies to meet clear goals, both for themselves, and for the teams they lead. She brings to the table years of experience in strategic thinking in managing people and resources, as well as an extensive communication acumen for influence. She has conducted workshops and coached numerous leaders, both in North America and Singapore.