Service Orientation

Competence of the Relational Area and Interacting in the public context. Cultivate transversal skills for relations with users; understand customer and user needs; adopt actions aimed at listening and identifying needs; monitor the degree of user satisfaction; bring improvements to the quality of public services; UX design of Public Administration services and user journey

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Area:
Cognitive Area
Emotional Area
Relational Area
Achievement Area
Management Area
Digital competence Area
Competence:
Context awareness and innovation orientation
Problem-solving
Systems thinking and strategic vision
Learning orientation
Emotional management
Stress and organizational well-being
Listen and communicate
Teamwork and Collaboration
Service Orientation
Conflict Management and Negotiation
Diversity, equity and inclusion
Reliability
Responsible decision-making
Accuracy
Spirit of Initiative and Resourcefulness
Result orientation
Potential, soft skills and self-development
Process Management
Role model and team leadership
Employee development, feedback and delegation
Motivation and growth
Resource Optimization
Promoting change
Coaching
Performance evaluation
Personnel selection
Digital Awareness
Web and Social Media
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Level:
Beginner
Intermediate
Advanced
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Level:
Beginner
Intermediate
Advanced

Online Courses:

Understand and meet the needs of the customer-user

Understand and meet the needs of the customer-user

Understand and demonstrate attention to the needs of customers and/or users, both internal and external. Ask questions to better understand customer needs and satisfy expectations, providing adequate and timely responses. Develop the ability to...
Area:
Relational Area
Competence:
Service Orientation
Duration:
30m
Level:
Beginner
User orientation and communication impact

User orientation and communication impact

Implement a user-oriented approach and customer experience. Develop the ability to provide information that solves problems. Analyze the dynamics and impact of communication and its effects, also temporal, related to the delivery of ser...
Area:
Relational Area
Competence:
Service Orientation
Duration:
42m
Level:
Beginner
Organizational Communication

Organizational Communication

Understand the importance of corporate communication in a perspective of correct construction of the image and identity of one's own organization, public or private. Know the main objectives of communication, the ways in which it takes place and the different...
Area:
Relational Area
Competence:
Service Orientation
Duration:
39m
Level:
Beginner
Optimize the customer experience

Optimize the customer experience

Understand the needs and requirements of customers/users. Create moments of contact and show willingness to dialogue through active listening and relationship management. Develop and agree on solutions in line with expectations and satisfaction parameters. Take care of and...
Area:
Relational Area
Competence:
Service Orientation
Duration:
30m
Level:
Intermediate
Orientation to service quality

Orientation to service quality

Analyze the strategic factors necessary to offer adequate services to users. Know how to effectively manage conversations with users. Implement a customer-oriented approach and related relationship strategies. Analyze the checklist of behaviors...
Area:
Relational Area
Competence:
Service Orientation
Duration:
1h 8m
Level:
Intermediate
Tools to monitor and improve the quality of services

Tools to monitor and improve the quality of services

Understand and anticipate the needs and requirements of customers/users, putting yourself in their shoes. Strive to find adequate and personalized solutions to meet their needs. Monitor the perceived quality, verifying the degree of satisfaction with the service...
Area:
Relational Area
Competence:
Service Orientation
Duration:
30m
Level:
Advanced

All you can Skills!

for work and...
a successful life!

  • Public employees of all roles and professional profiles
  • Managers, structure managers, officials, high qualifications, position assignments, organizational and professional roles
  • New hires from public organisations
  • Those participating in public competitions and selections (graduates, diploma holders, university students and high school students, women, unemployed, inactive)
  • Collaborators, consultants, trainees, interns
  • Anyone wishing to develop managerial, executive, or leadership skills
  • Anyone looking to enhance soft skills — behavioural, cognitive, emotional, relational, organizational, achievement‑oriented, and managerial — that are valuable at work, at school, within the family, in social relationships, and, more broadly, in everyday life

Develop cognitive, emotional, relational, organizational, achievement and management skills


Here are 30 good reasons to participate
to the FAD Soft & Life skills courses!

  • “Open badges”, digital certificates of participation with blockchain technology
  • "Soft skills badges" of participation and achievement, compliant with the 1EDTECH technological standard and internationally valid, certified with blockchain technology and divided into 3 assessment levels (Gold, Silver, Bronze)
  • Advanced Reporting
  • Possibility for P.A. to acquire and store digital certificates “Soft skills badge” of all their employees, divided by courses, test results, etc.
  • 24/7/365 access from any device
  • Course materials (slide excerpts)
  • Customers
  • Final tests

Cognitive Area:
- Understanding the public context

Emotional Area

Relational Area
– Interact in the Public Context

Operational Area
- Achieving Public Value

Management Area
- Managing public resources

Digital competence Area

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