Work in a Diverse Service Environment Training Vision Institute
Price: SGD 342

    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)

    Updated on 08 November, 2015

    About Training Vision Institute

    Established since 1991, Training Vision is a leading training institute. Training Vision Institute provides an integrated and holistic approach towards the design and methodology of Workforce Development training programmes. In addition, Training Vision Institute also offers consultancy services, where customised solutions are created to suit your company's needs.

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