The Human Touch: Transforming Training with Empathy

DSP Ahmad Zaki bin Mohamed Zulkifli’s philosophy as a Principal Trainer at the Immigration & Checkpoints Authority’s (ICA) Tactical Training Branch is rooted in a simple maxim: put people first, and the rest will follow.

It’s an ethos that has guided him across his nine years with ICA, but especially since 2020 when he took on the responsibility of shaping the organisation’s curriculum and facilitating training.

“I am always putting myself in learners’ shoes and trying to learn together with them, asking myself how I can better explain concepts and how I can make it easier for them to not just acquire new knowledge, but also retain it better,” he says.

Low-Tech Solution, High Rewards

One example of DSP Zaki’s learner-centred approach can be found in his development of visual learning aids for First Response Team (FRT) training. The aids were built upon his own learning experience undergoing FRT training earlier in his career.

He explains, “I recalled that a lot of the instructions given to us are verbal in nature. I thought about it as a learner and realised I could benefit from visual guidance to follow along with what the trainers were saying.”

When it came to DSP Zaki’s turn, he enhanced drill demonstrations with miniature models, allowing trainees to get a better overview of the tactical situation. He also handed out flash cards containing colour-coded illustrations to drive the learning home.

It was a deceptively simple innovation with outsized outcomes, demonstrating the trainer’s adaptability even with the advent of novel training technologies. In his own words: “Sometimes, the low-tech solution can yield the highest rewards in terms of benefiting learning.”

He went on to contribute to the development of the FRT training programme at the Home Team Tactical Centre (HTTC) as well as e-learning materials and Table-Top Exercises (TTXs) for Major Incident Management Doctrine (MIMD) trainings.

A Lead Learner

For his efforts, DSP Zaki was honoured at the Home Team Training Excellence (TraX) Awards Ceremony 2025. He was one of 18 trainers across 10 units to be commended for his performance shaping the Home Team’s (HT) frontline readiness and operational excellence.

The trainer sees the award as evidence for the strength of Home Team Academy’s lead learner methodology.

He explains, “Being a lead learner means creating a learning environment that is learner-first. It’s not hierarchical with a thick line between trainer and learner – it’s more open-minded and collaborative.”

“We try to reward learning from mistakes instead of just spoon-feeding answers or giving direct guidance. It requires me not to expect them to do something that I wouldn’t myself – so if I expect them to demonstrate a tactic, I must show them how to do it in the best way possible,” he adds.

One of his fondest training memories revolves around learning together with his trainees. He recalls participating as an observer and role player in Exercise Genesis, a multi-agency ground deployment exercise at Tuas Checkpoint in 2022.

“I managed to have candid discussions with some of my trainees who had become FRT operators there,” says DSP Zaki. “When they were going through the dry runs, I could see them applying what they had learnt during the course – and during break times, we would get together to discuss how we could improve the response.”

“I treasured the experience because it was evidence of the learning and the hard work from my colleagues and me,” he says.

Focus On The Human Touch

DSP Zaki’s advice to other trainers in the HT family – don’t lose sight of the trainees while improving on training tools.

“There’s a lot of technological advancements and sometimes, we get caught up in the trends. That’s all well and good – we have to find new ways to make our work more efficient – but we must focus on the human touch,” the trainer says.

“Stay humble, put learners first, find new ways of communicating with them and ensure that the learning experience is shared between learners and trainers too,” he adds. “Our work is only as meaningful as the impact we have on the people we train.”