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WSQ - Mastering the Art of Communication to Enhance Team Collaboration and Customer Satisfaction

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: Workplace Communications
TSC Code: RET-COM-4002-1.1

Funding for this course is valid from 29 Aug 2023 to 28 Aug 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: Evaluate workplace communications practices for the organisation.
LO2: Develop communications plan to implement communication strategies.
LO3: Identify solutions to address gaps and barriers in workplace communications.

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 - Mastering the Art of Communication to Enhance Team Collaboration and Customer Satisfaction

Course Code: TGS-2023037467

WSQ
SFC
PSEA
UTAP
SFEC
Absentee Payroll
MCES

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This WSQ course empowers participants to evaluate workplace communication practices and develop strategies that foster collaboration and customer satisfaction. Gain expertise in identifying communication gaps, selecting effective communication channels, and implementing best practices to enhance workplace communication. Learn how to assess communication effectiveness and implement tools that align with organizational goals.

Participants will also explore trends in communication planning, including setting communication objectives, identifying target audiences, and overcoming communication barriers. With a focus on coaching and problem-solving, this course equips learners with the skills to address workplace communication challenges, promote seamless collaboration, and build stronger relationships with customers.

Full Fee $800.00 Before GST

GST $72.00 9% of fee

Baseline Nett $472.00 SG/PR age 21+ · 50% funded

MCES / SME Nett $312.00 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

Topic 1: Evaluate Workplace Communications Practices

Introduction to workplace communication

Best practices in workplace communications

Effective communication strategies and tools

Communication channels

Evaluate workplace communications practices

Topic 2: Develop Communications Plan

Introduction to communications planning

Identifying communication goals

Determining target audiences

Selecting communication channels

Criteria to evaluate effectiveness of communication strategies

Develop and implement communications plan

Topic 3: Identify Solutions to Address Communication Gaps and Barriers

Identifying Communication gaps and barriers

Methods to coaching

Identify solutions to address communication gaps and barriers

Written Exam
Case Study

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.

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-2023037467.
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
Human Resources Specialist
Manager (all levels)
Corporate Trainer
Customer Service Representative
Salesperson
Public Relations Officer
Internal Communications Specialist
Business Development Manager
Project Manager
Executive Assistant
Department Head
Office Coordinator
Conflict Resolution Specialist
Organizational Development Specialist

Trainers

Patrick Oh is a Singapore Certified Management Consultant whose work depends on communicating complex requirements clearly to people at every level of an organisation. Listed by TUV SUD as a certified consultant, he runs SG Venture Consulting and works as a governance, risk and compliance consultant, also advising on corporate compliance, performance management and solutions design. He holds the Certified Information Privacy Manager (CIPM) credential from the IAPP and, according to a training-provider trainer profile, has delivered Singapore PDPA consultancy for more than 13 years. As an implementer and auditor of ISO management systems, including quality and environmental management and ISO 14064 greenhouse gas accounting, he has seen how often a well-designed system falters because policies, roles and changes were never communicated properly. He spent years as an automation design engineer before consulting and is active in community development and sustainability reporting, and he also writes on management topics.

Patrick brings that perspective to a course about evaluating and improving workplace communication. In the first topic, learners review best practices, strategies, tools and channels, and he encourages them to assess their own organisation's practices with the eye of an auditor looking for gaps between what is intended and what actually happens. The communications planning topic, covering goals, target audiences, channel selection and criteria for evaluating effectiveness, mirrors the way he plans stakeholder communication when introducing a new compliance or management system. His experience with personal data adds practical guidance on choosing channels that suit sensitive information. In the final topic on identifying solutions to communication gaps and barriers, he draws on his performance management and solutions design work to help learners move from diagnosis to practical, measurable fixes. Participants leave able to evaluate how their team communicates, develop and implement a communications plan, and close the gaps that undermine collaboration and customer satisfaction.

Lynn Foo is a corporate trainer and communications professional with over 20 years of experience in leadership development, customer service and workplace communication. With a strong background in business management and adult learning, she has conducted training in customer engagement, service excellence and interpersonal effectiveness for organisations across banking, hospitality and education. Her experience includes a tenure as Director of an international school, where she led portfolios including corporate strategy and regulatory compliance, and she is an IBM certified Design Thinking Instructor and a certified Scrum Master.

In Mastering the Art of Communication to Enhance Team Collaboration and Customer Satisfaction, Lynn focuses on strengthening interpersonal communication to improve workplace relationships and service quality. Learners evaluate current workplace communication practices and channels, then develop a communications plan by setting goals, identifying target audiences, selecting channels and defining criteria to measure effectiveness. They also identify communication gaps and barriers and explore coaching methods to address them. Her sessions emphasise emotional intelligence, active listening and assertive communication, and through role play, reflection and real-world case studies she helps participants build a collaborative mindset and deliver better experiences for colleagues and customers alike.

Tan Teck Hwa is an ACLP-certified trainer and corporate educator with expertise in workplace communication, leadership and team development. He has equipped professionals with the skills to strengthen collaboration, improve customer service and resolve workplace challenges, and he brings extensive experience in business management, customer relations and service leadership, including guiding teams through change management, process improvements and customer-focused strategies. His facilitation style emphasises clarity, empathy and practical application, so learners can immediately use what they learn in their roles.

In Mastering the Art of Communication to Enhance Team Collaboration and Customer Satisfaction, Teck Hwa focuses on techniques such as active listening, clear expression and conflict resolution to improve team synergy. Learners evaluate workplace communication practices, strategies and channels, then develop and implement a communications plan with clear goals, target audiences, channels and criteria for measuring effectiveness. He also helps participants identify communication gaps and barriers and apply coaching methods to resolve them. Using role play and case studies that simulate real workplace scenarios, he ensures learners build the confidence to adapt their communication for both internal teams and external customers.

Teddy Yip is a leadership and communication coach with over two decades of corporate experience in business development, project management and client relations. He has facilitated workshops in communication strategies, conflict resolution and team collaboration for corporate and government clients. His expertise lies in helping professionals build stronger interpersonal connections and navigate challenging conversations in high-stakes environments, drawing on his own experience of working with clients and leading business development and project work.

In Mastering the Art of Communication to Enhance Team Collaboration and Customer Satisfaction, Teddy guides participants in developing communication agility and emotional awareness to foster teamwork and customer trust. Learners evaluate existing workplace communication practices and channels, develop a communications plan with defined goals, audiences and measures of effectiveness, and identify the gaps and barriers that undermine collaboration, using coaching methods to address them. His sessions focus on persuasive communication, cross-functional collaboration and effective feedback techniques. Drawing on his leadership experience, he helps learners build authentic working relationships that strengthen team synergy and customer loyalty, and leave with a practical plan they can apply in their own organisation.

Allen Wong is a multimedia designer and educator with extensive experience in creative communication, digital storytelling and training design. Having worked in both creative industries and professional development environments, he specialises in helping individuals and organisations communicate ideas visually and effectively. His expertise bridges design, communication and technology, enabling participants to express their messages with clarity, impact and engagement. His training design background means his sessions are built around practical activities that help learners see, as well as hear, how well a message lands with its audience.

In Mastering the Art of Communication to Enhance Team Collaboration and Customer Satisfaction, Allen applies creative communication techniques to improve collaboration and service delivery. Learners evaluate workplace communication practices and channels, develop a communications plan with clear goals, target audiences and criteria for measuring effectiveness, and identify gaps and barriers that need to be addressed through coaching and practical solutions. His sessions blend visual communication principles with interpersonal skills, showing participants how to convey ideas confidently and align team goals. By integrating storytelling and empathy-driven communication, he helps professionals strengthen collaboration and deliver meaningful, customer-centred interactions with colleagues and customers.