Work in a Diverse Service Environment

Course details

This unit addresses the skills and knowledge required to handle diversity. It includes recognising the importance of inclusiveness, demonstrating the use of emotional intelligence and resilience to handle diversity in the service environment, and monitoring one’s actions in handling diversity.

Benefits

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

Course Contents

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

Learning Methodology

To enable participants to learn and practice the concepts and skills taught during the programme, these experiential methods of learning will be applied:

• Mini-lectures
• Group discussions
• Role-plays
• Quizzes
• Videos
• Case Studies

Participants are required to undertake assessments which may take the form of:

• Learning journal
• Role-play
• Oral question

Participants who fulfill all requirements will receive a Statement of Attainment (SOA) issued by the Singapore Workforce Development Agency (WDA).

Who Should Attend

• Customer-facing staff
• Customer Service Representatives
• Call Centre Officers
• Store Advisors
• Service Crew