In the complex, ever-evolving Human Services sector, leaders need more than management skills—they need the ability to think critically and drive services around client needs. This intensive two-day workshop gives you the strategic framework to challenge the status quo, solve complex problems, and embed a genuine customer-focused culture across your organisation.

Master the strategies to develop critical and creative thinking in others, empowering them to analyse information, solve complex problems, and design robust systems for managing superior organisational customer service. Designed exclusively for leaders in the Human Services sector, this accredited skill set will empower you to:

• Apply critical thinking techniques to analyse complex information and organisational issues.
• Evaluate ideas and options objectively to make sound, evidence-based decisions.
• Develop and evaluate creative ideas to improve processes and service delivery models.
• Manage the customer experience by defining expectations and setting service standards.
• Establish and monitor customer service systems and processes (e.g., feedback, complaints) to ensure ethical and high-quality care.
• Resolve complex customer service issues effectively and improve overall satisfaction.
• Monitor and adjust performance of customer service staff to align with organisational goals and client needs.

This course is designed for leaders in the Human Services sector and is delivered online over two consecutive days. It includes assessment against two units of competency which are part of BSB50420 Diploma of Leadership and Management, allowing you to gain credit towards this nationally recognised qualification:

1. BSBCRT511 Develop critical thinking in others
2. BSBOPS505 Manage organisational customer service

Applications now open

Stop reacting to problems and start solving them strategically. Apply now to embed critical thinking and truly put the client at the heart of your service delivery. Limited places available!

For more information, download the Course Information Brochure or contact the CCWT team at training@ccwt.edu.au