SVCF WSQ - Work in a Diverse Service Environment

Course details

This WSQ Service Excellence Competency Framework module addresses the skills and knowledge required to handle persity. It includes recognising the importance of inclusiveness, demonstrating the use of emotional intelligence and resilience to handle persity in the service environment, and monitoring one’s actions in handling persity.

Course Objectives

• Recognise the importance of inclusiveness when working in a perse service environment.  
• Apply emotional intelligence when interacting with team members and customers in a perse service environment 
• Demonstrate resilience when faced with challenges in a perse service environment 
• Monitor own actions in handling persity in the perse service environment.

Course Outline

• Inclusiveness
• A perse service environment may be established as a workplace composed of people from a wide range of backgrounds and possessing different traits.  It includes recognising
• persity markers:
• Types of persity markers may include differences in
• Psychographic persity markers may include differences in
• persity challenges may include
• persity opportunities at work may include
• Importance of inclusiveness in a perse service environment
• The importance of inclusiveness in a perse service environment may include
• Aspects of Emotional Intelligence include
• Competencies related to Emotional Intelligence may include
• Methods to demonstrate resilience may include
• Methods to monitor own actions may include

Who Should Attend

Call Centre Supervisors, Crew / Section / Team leaders, Assistant Store Managers, Supervisors, Service Team Leaders