Manage a Diverse Service Environment (People and Relationship Management) (16 hrs)

Course Code: CRS-Q-0039845-RET

This course covers knowledge and application skills required to manage a diverse service environment. It involves promoting inclusiveness, building team cohesion and managing diversity challenges and opportunities that may have implications on service delivery.

Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).

  • Promote an inclusive work environment which embraces diversity
  • Build team cohesion to achieve organisational service excellence
  • Manage challenges and opportunities relating to diversity that have implications on service delivery

Promote an inclusive work environment which embraces diversity

  • Recognise implications of diversity markers at work
  • Show respect to people from diverse backgrounds by creating an inclusive and supportive environment through methods like:
    – Role-modelling
    – Sharing of experiences
    – Establishing group experiences

Build team cohesion to achieve organisational service excellence

  • Set common goals and their corresponding roles, duties and responsibilities
  • Establish understanding of organisation’s vision, mission and values
  • Build and maintain trust, respect and rapport with team

Manage challenges and opportunities relating to diversity that have implications on service delivery

  • State expectations and set ground rules for staff interaction, and remaining objective and unbiased when conflicts arise
  • Transform conflicts into opportunities for greater team cohesion
  • Organise activities to facilitate understanding among team members

Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, videos, and case studies.

This course is suitable for call centre supervisors, crew / section / team leaders, assistant store managers, and supervisors.

Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm

Course Fee : $430.00
Nett Fee Incl. 7% GST : $460.10
Nett Fee after Training Grant* : $73.10 (SMEs) | $188.10 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $73.10
Nett Fee after WTS* : $51.60

* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and complete listing of funded courses. This course is eligible for use of SkillsFuture credit.

Key Benefits
  • Promote an inclusive work environment which embraces diversity
  • Build team cohesion to achieve organisational service excellence
  • Manage challenges and opportunities relating to diversity that have implications on service delivery
Course Contents

Promote an inclusive work environment which embraces diversity

  • Recognise implications of diversity markers at work
  • Show respect to people from diverse backgrounds by creating an inclusive and supportive environment through methods like:
    – Role-modelling
    – Sharing of experiences
    – Establishing group experiences

Build team cohesion to achieve organisational service excellence

  • Set common goals and their corresponding roles, duties and responsibilities
  • Establish understanding of organisation’s vision, mission and values
  • Build and maintain trust, respect and rapport with team

Manage challenges and opportunities relating to diversity that have implications on service delivery

  • State expectations and set ground rules for staff interaction, and remaining objective and unbiased when conflicts arise
  • Transform conflicts into opportunities for greater team cohesion
  • Organise activities to facilitate understanding among team members
Learning Methodology

Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, videos, and case studies.

Who Should Attend

This course is suitable for call centre supervisors, crew / section / team leaders, assistant store managers, and supervisors.

Course Details

Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm

Course Fee : $430.00
Nett Fee Incl. 7% GST : $460.10
Nett Fee after Training Grant* : $73.10 (SMEs) | $188.10 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $73.10
Nett Fee after WTS* : $51.60

* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and complete listing of funded courses. This course is eligible for use of SkillsFuture credit.

Course Application

Details Registration
February 24, 2020 - February 25, 2020 (9:00 am - 6:00 pm) Register Now
June 15, 2020 - June 16, 2020 (9:00 am - 6:00 pm) Register Now
September 7, 2020 - September 8, 2020 (9:00 am - 6:00 pm) Register Now
December 10, 2020 - December 11, 2020 (9:00 am - 6:00 pm) Register Now