Service orientation

Competence of the Relational Area. Cultivate transversal skills for relationships with users and customers; understand customer and user needs; adopt actions aimed at listening and identifying needs; monitor the level of user satisfaction; make improvements to the quality of company services.

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Cognitive Area
Emotional Area
Relational Area
Achievement Area
Management Area
Digital competence Area
Expertise:
Context awareness and innovation orientation
Problem solving
Systemic thinking and strategic vision
Learning orientation
Management of emotions
Stress and organizational wellbeing
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
Goal orientation
Potential, soft skills and self-development
Process management
Leading a team
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:
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Intermediate
Advanced
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Level:
Basic
Intermediate
Advanced

Online courses:

Understand and satisfy the needs of the customer-user

Understand and satisfy 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 the needs of customers and users and meet expectations, providing adequate and timely responses. Develop the ability to act...
Area:
Relational Area
Expertise:
Service orientation
Duration:
30m
Level:
Basic
User orientation and impact of communication

User orientation and impact of communication

Implementing a user orientation approach and customer experience. Developing the ability to provide problem-solving information. Analysing the dynamics and impact of communication and its effects, including temporal ones, related to the provision of services...
Area:
Relational Area
Expertise:
Service orientation
Duration:
42m
Level:
Basic
Organizational communication

Organizational communication

Understand the importance of corporate communication with a view to correctly building the image and identity of your organisation, public or private. Know the main objectives of communication, the ways in which it occurs and the different ...
Area:
Relational Area
Expertise:
Service orientation
Duration:
39m
Level:
Basic
Optimising customer experience

Optimising customer experience

Building connections and showing openness to dialogue through active listening and relationship management. Developing and reaching an agreement on solutions in line with expectations and satisfaction parameters. Taking care of and optimising...
Area:
Relational Area
Expertise:
Service orientation
Duration:
30m
Level:
Intermediate
Service quality orientation

Service quality orientation

Analyze the strategic factors necessary to offer adequate services to users. Know how to effectively manage conversations with users. Implement the customer orientation approach and related relationship strategies. Analyze the behavioral checklist...
Area:
Relational Area
Expertise:
Service orientation
Duration:
1h 8m
Level:
Intermediate
Tools for monitoring and improving the quality of services

Tools for monitoring and improving the quality of services

Understanding and anticipating the needs and requirements of customers/users, empathising with them. Striving to find suitable and tailored solutions to meet their needs. Monitoring perceived quality by checking satisfaction levels with the service...
Area:
Relational Area
Expertise:
Service orientation
Duration:
30m
Level:
Advanced

A l l  y o u  c a n  S k i l l s !

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 functions
  • New hires from the Public Administrations
  • Those who participate in public competitions and selections (graduates, diploma holders, university and high school students, women, unemployed, unemployed)
  • Employees, consultants, trainees
  • All those who intend to develop managerial, executive and leadership skills
  • Anyone who intends to develop transversal skills (cognitive, emotional, relational, achievement, management, organisational and managerial skills) useful in work, school, family, social relationships and life in general

Develop cognitive, emotional, relational, achievement, management, organisational and managerial skills


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

  • Digital “Open badge” certificates of participation, certified with blockchain technology
  • "Soft skills badges" of participation and profit, compliant with the 1EDTECH technological standard and valid internationally, certified with blockchain technology and divided into 3 evaluation bands (Gold, Silver, Bronze)
  • Advanced reporting
  • Possibility for PAs to acquire and store in their archives the digital "Soft skills badge" certificates of all their employees divided by courses, test results, etc.
  • 24/7/365 accessibility from any location
  • Teaching materials (slide extracts)
  • Customer
  • Final Tests

Area: Cognitive
- Understanding the public context

Emotional Area

Relational Area
– Interacting in the Public Context

Realization Area
- Realizing public value

Management Area
- Managing public resources

Digital competence Area

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