Work in a Diverse Service Environment

Course details

“What we have to do... is to find a way to celebrate our persity and debate our differences without fracturing our communities.” – Hillary Clinton

persity can be defined as the variety of experiences and perspective which arise from differences in race, culture, religion, mental or physical abilities, heritage, age, gender, sexual orientation, and other characteristics. 

It's important to understand how persity affects performance, motivation, success, and interactions with others. As service personnels, it is essential to be able to identify the perse environment that we operate in, understand the persity in the customers we interact with, and manage it towards service excellence.

Target Audience:

This course is for service staff from various service industry sectors. However, it is recognised that service is extended not just to external customers but internal customers as well.

What You Will Learn:

• Recognise the importance of inclusiveness when working in a perse environment
• Apply emotional intelligence when interacting with the various stakeholders in a perse environment
• Demonstrate resilience when faced with challenges
• Monitor actions in handling persity

Course Outline:

Divwese Service Environment

• persity makers
• Psychological persity markers
• Identifying your customers’ persity in characteristics & behaviour

Surfacing persity Challenges & Opportunities

• Discriminatory behaviour towards customers/stakeholders
• Negative attitudes & behaviours
• Miscommunication & misunderstanding between team & customers

Inclusiveness

• Contribution towards an inclusive workplace
• Inclusiveness = the next frontier for persity
• Leveraging on different perspectives
• Adapting working styles

Emotion Intelligence In Managing persity

• Different aspects of emotional intelligence
• Competencies relating to emotional intelligence
• Using emotional intelligence in difficult situations

Resilience

• Definition of resilience
• Identifying stressors in a perse service environment
• Methods to demonstrate resilience
• Developing a strong support system

Methodology: Mini lectures, interactive activities, group / inpidual exercises, role-plays, independent learning sessions & mutual sharing / feedback sessions 

Requirements: Employability Skills WSQ – Workplace Literacy Level 3 or N-Level English

Teacher & Student Ratio: 1:25 (maximum capacity)