Work in a Diverse Service Environment (People and Relationship Management) (16 hrs)
Course Code: TGS-2019504368 | SSG Funded
Note: Classroom-based learning will be conducted through virtual classroom until further notice. Terms and conditions apply.
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
With effect from 1 Jan 2024
| Type | Individuals | |||
| Singapore Citizens and Permanent Residents (Aged ≥ 21 years old) | Employer-sponsored and Self-Sponsored Singapore Citizens aged ≥ 40 years old | SME-sponsored Singapore Citizens and Permanent Residents | Non-SME-sponsored Singapore Citizens and Permanent Residents | |
| Type of Funding | ||||
| SkillsFuture Funding (Baseline) | SkillsFuture Mid-career Enhanced Subsidy | SkillsFuture Enhanced Training Support for SMEs | SkillsFuture Training Support for Non-SMEs | |
| Course Fee | $420.00 | $420.00 | $420.00 | $420.00 |
| Less: SkillsFuture Funding | $210.00 | $294.00 | $294.00 | $210.00 |
| Total Nett Fee | $210.00 | $126.00 | $126.00 | $210.00 |
| Add: GST @ 9% of Course Fee | $37.80 | $37.80 | $37.80 | $37.80 |
| Total Fee Payable to SQC | $247.80 | $163.80 | $163.80 | $247.80 |
Skill Code: RET-CEX-1004-1.1
Skill Title: People and Relationship Management-1
Funding valid till 22 Aug 2025
* Please click HERE for detailed information on general terms and conditions.
* 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.
- 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
With effect from 1 Jan 2024
| Type | Individuals | |||
| Singapore Citizens and Permanent Residents (Aged ≥ 21 years old) | Employer-sponsored and Self-Sponsored Singapore Citizens aged ≥ 40 years old | SME-sponsored Singapore Citizens and Permanent Residents | Non-SME-sponsored Singapore Citizens and Permanent Residents | |
| Type of Funding | ||||
| SkillsFuture Funding (Baseline) | SkillsFuture Mid-career Enhanced Subsidy | SkillsFuture Enhanced Training Support for SMEs | SkillsFuture Training Support for Non-SMEs | |
| Course Fee | $420.00 | $420.00 | $420.00 | $420.00 |
| Less: SkillsFuture Funding | $210.00 | $294.00 | $294.00 | $210.00 |
| Total Nett Fee | $210.00 | $126.00 | $126.00 | $210.00 |
| Add: GST @ 9% of Course Fee | $37.80 | $37.80 | $37.80 | $37.80 |
| Total Fee Payable to SQC | $247.80 | $163.80 | $163.80 | $247.80 |
Skill Code: RET-CEX-1004-1.1
Skill Title: People and Relationship Management-1
Funding valid till 22 Aug 2025
* Please click HERE for detailed information on general terms and conditions.
* 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 |
|---|---|
|
January 30, 2024 - January 31, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Closed |
|
March 26, 2024 - March 27, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Closed |
|
May 30, 2024 - May 31, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
|
July 30, 2024 - July 31, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
|
September 26, 2024 - September 27, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
|
November 28, 2024 - November 29, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
