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Service Focus and Innovation

Service Focus & Innovation is the ability to understand and anticipate customer needs, act to provide high-quality products and services to meet expectations of all internal and external stakeholders and generate a range of innovative ideas to make systems/procedures more customer focused.

Who is this course for?

This course is for all staff who wish to improve their critical thinking and logical reasoning for better analysis, evaluation and communication in workplace situations. The programme develops the critical and analytical thinking skills needed to correctly decipher information to influence and activate competent thinking into practical application.

By the end of this course, learners will:

  • Understand critical thinking, its purpose and presentation and the difference between critical thinking and AI
  • Be able to critically assess heuristics and biases when analysing information
  • Use Socratic questioning to understand the core and scope of any situation 
  • Producing clear, structured argument mapping in support of your ideas
  • Develop quick thinking on your feet to ‘thrive under pressure’.

How long is this course?

The course duration is 3.5 hours.

What topics will be covered?

  • Using clear reasoning: Making sense of goals 
  • Use the ‘Tree Diagram’ technique to produce clear, structured arguments
  • Learn different styles and structure of argument to produce powerful rational persuasion 
  • Overcoming False Reasoning: Using cool logic in hot situations
  • Learning to deal with false reasoning in meetings and discussions
  • Heuristics: shortcut thinking 
  • Introduction to Socratic questioning.

Following the session participants will be provided with resources to further engage in the topic, this may include suggested reading, LinkedIn Learning videos or other online content and materials to continue your development.

Booking: 


For details of upcoming events or to book your place on available courses, please visit the (opens in a new window)HR - Professional Development booking centre  If your chosen course is fully booked or no longer available, you can access the UCD LinkedIn learning portal via your UCD Connect login where you will find a range of eLearning courses. 

If you have any further queries on this programme, please contact (opens in a new window)peopledevelopment@ucd.ie or call ext 4919.

Who is this course for?

This course is for all staff with a customer service focus who would like to develop their skillset around managing challenging situations in their work.

How long is this course?

The course duration is 3.5 hours.

What topics will be covered?

  • Communicating professionally under pressure
  • Structuring difficult conversations and complaint handling
  • Developing confident, empathetic communications
  • Dealing with emotionally charged situations
  • Building resilience, emotional regulation and managing stress.

Following the session participants will be provided with resources to further engage in the topic, this may include suggested reading, LinkedIn Learning videos or other online content and materials to continue your development.

Booking:

For details of upcoming events or to book your place on available courses, please visit the (opens in a new window)HR - Professional Development booking centre  If your chosen course is fully booked or no longer available, you can access the UCD LinkedIn learning portal via your UCD Connect login where you will find a range of eLearning courses. 

If you have any further queries on this programme, please contact (opens in a new window)peopledevelopment@ucd.ie or call ext 4919.

Who is this course for?

This course is for all staff who would like to build their skills in innovation and creative thinking.

How long is this course?

The course duration is 7 hours.

What topics will be covered?

  • Identifying Challenges that require creative solutions
  • Applying new methodologies to problem solving
  • Using techniques to get insights from stakeholders before designing a solution
  • Utilising ideation techniques to generate, develop and prototype new ideas
  • Testing and pitching your overview of the chosen solution.

Please note: this is a highly interactive workshop, where  participants will actively direct and engage with role plays, creating a dynamic, experiential learning environment.

Following the session participants will be provided with resources to further engage in the topic, this may include suggested reading, LinkedIn Learning videos or other online content and materials to continue your development.

Booking:

For details of upcoming events or to book your place on available courses, please visit the (opens in a new window)HR - Professional Development booking centre  If your chosen course is fully booked or no longer available, you can access the UCD LinkedIn learning portal via your UCD Connect login where you will find a range of eLearning courses. 

If you have any further queries on this programme, please contact (opens in a new window)peopledevelopment@ucd.ie or call ext 4919.

UCD People & Organisation Development

Roebuck Offices, University College Dublin, Belfield, Dublin 4, Ireland.
T: +353 1 716 4919 | E: peopledevelopment@ucd.ie