Service Mindset Training

The course was developed by WFP and the Logistics Cluster originally for an audience of humanitarian logisticians but this is
relevant to the supply community in general and even beyond. The course uses the concept of service mindset when dealing with
various stakeholders within and outside the organisation in today's changing environment. Realistic approaches applied in the
context of field and logistics cluster operations are utilised throughout the interactive, modular, web/video-based training. On
completion of the training the trainee will fill in a survey and send this, together with a copy of the completion certificate
generated, to countrysupport@unicef.org

Introduction
General: The Service Mindset Training is an Electronic-Learning tool that uses
the concept of Service Mindset to help humanitarian logisticians (but not limited to) develop a range of soft skills
needed in today’s changing humanitarian response environment. Realistic approaches applied in the context of
field and logistics cluster operations are utilized throughout the interactive, modular, web/video-based training.

Goal: To help improve communication skills of logisticians (but not limited to) that will in turn improve coordination
and delivery efficiency and more beneficiaries will be assisted.

Training Structure: 5 modules - Service Mindset, Presentation Skills, Leading Teams , Negotiation and Meeting
Management

How does it work? It is free. Organisations, through one unique focal point apply through the Logistics Cluster, who
should report in return on people trained to the Logistics Cluster.
For UNICEF, the focal point is SD Country Support Unit. Staff will be provided CDs with the course and should report
on progress by submitting the certificates issued after each completed module and the final certificate at the
successful completion of the whole course.

The central focus of the training. it introduces the Service Mindset concept, showing
learners how to apply the concept on a day to day basis.
The training provides examples of a way of thinking that puts service as a
central focus in the way they do their jobs.
Learners may not become customer service “experts” but will understand
the importance and the basics of ‘service’.
A focus on quality is not good enough, it is just one aspect of service.
Helps to prepare for and give presentations to colleagues and partners.
These skills will provide logisticians with basic tools and the confidence to deliver effective
presentations suitable for a variety of humanitarian audiences and settings.
Topics covered in this module are for example: how to write presentations, determine
length and main action point, speaking effectively, being able to handle feedback and how
to deal with questions & answers.
Introduces approaches to leading teams. It will teach logisticians (again, not necessarily
limited to) how to lead and skillfully guide a diverse group of individuals, how to set up a
productive team and put it on the right track in a variety of situations, to understand and
define team scope, resource requirements, team risks and countermeasures and how to
motivate the team when necessary.
Gives universal tools for preparing for and conducting negotiations.
Strong negotiation skills will assist logisticians in gaining a true understanding of a
partners’ needs and concerns.
A two-way flow of information between humanitarian logisticians and partners
ensures that both understand the basis for decisions, and understand the principals and
background to each individual position or point of discussion and potential conflict.

Details standard steps for planning, preparing, leading and following up on meetings.
The module covers aspects like the need for a meeting, planning, designing the agenda,
inviting participants, choosing a venue, facilitating dialogue, recording and distributing
minutes and planning for follow-up actions.

Developed by the Logistics Cluster

Developed by the Logistics Cluster