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

Course Code: CRS-Q-0039816-RET

This course 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.

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

  • 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

Recognise the importance of inclusiveness when working in a diverse service environment

  • Show respect for people from a wide range of backgrounds and possessing different traits by recognising:
    – Diversity markers
    – Diversity challenges and opportunities
  • Appreciate and leverage on new and different perspectives
  • Deliver service in line with organisation’s service standard regardless of customer’s background

Apply emotional intelligence when interacting with team members and customers in a diverse service environment

  • Recognise emotions and its effects on service delivery and personal performance
  • Manage others’ and own disruptive emotions and impulses to build harmonious workplace relationships

Demonstrate resilience when faced with challenges in a diverse service environment

  • Develop coping skills to deal with the stress of change, opportunity, stressor, and adversity
  • Build on action and focus on outcomes
  • Develop strong support systems in or outside the workplace

Monitor own actions in handling diversity in the diverse service environment

  • Compare objectives to actual actions of self
  • Obtain feedback from colleagues and others at the workplace
  • Complete reflective journals

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

This course is suitable for customer-facing staff, customer service representatives, call centre officers, store advisors, and service crew.

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

Course Fee : $310.00
Nett Fee Incl. 7% GST : $331.70
Nett Fee after Training Grant* : $52.70 (SMEs) | $83.70 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $52.70

* 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
  • 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

  • Show respect for people from a wide range of backgrounds and possessing different traits by recognising:
    – Diversity markers
    – Diversity challenges and opportunities
  • Appreciate and leverage on new and different perspectives
  • Deliver service in line with organisation’s service standard regardless of customer’s background

Apply emotional intelligence when interacting with team members and customers in a diverse service environment

  • Recognise emotions and its effects on service delivery and personal performance
  • Manage others’ and own disruptive emotions and impulses to build harmonious workplace relationships

Demonstrate resilience when faced with challenges in a diverse service environment

  • Develop coping skills to deal with the stress of change, opportunity, stressor, and adversity
  • Build on action and focus on outcomes
  • Develop strong support systems in or outside the workplace

Monitor own actions in handling diversity in the diverse service environment

  • Compare objectives to actual actions of self
  • Obtain feedback from colleagues and others at the workplace
  • Complete reflective journals
Learning Methodology

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

Who Should Attend

This course is suitable for customer-facing staff, customer service representatives, call centre officers, store advisors, and service crew.

Course Details

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

Course Fee : $310.00
Nett Fee Incl. 7% GST : $331.70
Nett Fee after Training Grant* : $52.70 (SMEs) | $83.70 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $52.70

* 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
March 5, 2020 - March 6, 2020 (9:00 am - 6:00 pm) Closed
September 17, 2020 - September 18, 2020 (9:00 am - 6:00 pm) Register Now
December 3, 2020 - December 4, 2020 (9:00 am - 6:00 pm) Register Now