I Am Resilient in Service: The New Normal - Level 1
TGS-2023021377
Course Overview
Learners need to recognise the diversity markers as well as the importance and value of diversity in contributing to organisational objectives and their personal work or career goals. With that, learners will be better positioned to contribute ideas on how diversity can add value to service delivery.
With the right mindset and attitude towards embracing and tapping the opportunities of diversity to increase service delivery excellence, learners are introduced to how emotional intelligence can be applied to improve collaboration, resilience and working relationships to handle service challenges in a diverse environment.
Having been equipped with knowledge and skills to embrace diversity and demonstrate inclusiveness at the workplace, learners are ready to work with team members to deliver service excellence and handle challenges with resilience to achieve organisational objectives. More importantly, learners are encouraged
Training Type
Full Tme
Who Should Attend
This training is relevant to all frontline staff that has customer interactions.
Course Duration
2 Days
Total Training Duration (Hour)
16
Course Outline
Learning Unit 1: Same Same But Different
- The Service Environment – The New Normal
- What is Diversity?
- What does Inclusiveness mean?
- Types of diversity
- Identify diversity challenges & opportunities
- What does good Service Delivery mean?
- How diversity can add value to service delivery
- How to translate perspectives on diversity into feasible ideas
Learning Unit 2: I know ME
- What is Emotional intelligence?
- Apply emotional intelligence to interact with team members
- Apply emotional intelligence to interact with customers
- Service challenges
- What is resilience?
- Demonstrate resilience to handle service challenges
Learning Unit 3: Make Our Service Count
- Customer Diversity
- Organisational Service standards
- Meeting customers’ needs and expectations
- Avenues to improve self-ability in handling diversity
- How to monitor own actions in handling diversity
Course Learning Outcome
- Explain the importance of inclusiveness in a diverse service environment
- Contribute ideas on how diversity can add value to the service delivery
- Apply emotional intelligence to interact effectively with team members and customers
- Handle service challenges in a diverse service environment with resilience
- Deliver service excellence in diverse work environment to meet organisation’s service standards
- Adopt methods to monitor self-ability to handle diversity in a service environment
Pre-requisites
- Workforce Skills Qualifications (“ES WSQ”) Workplace Literacy (“WPL”) level 3.
- Be able to read and write English at a proficiency level equivalent to ES WSQ WPL level 3.
- Be able to manipulate numbers at a proficiency level equivalent to ES WSQ Workplace Numeracy (“WPN”) level 3.
- Learners to have minimum GCE ‘O’ level or ITE certificate education
- Learner should have at least 1 year’s working experience in any industry.
Funding Information
19 May 2023 To 18 May 2027
Course Pre-Requisites
Price
| Course Fee Payable | ||
|---|---|---|
| Original Fee | Before GST | With GST (9%) |
| Course Fee | $450.00 | $490.50 |
| Individual Pricing (Fee payable to Training Provider) | Before GST | With GST (9%) |
| Individual (Baseline) | $225.00 | $265.50 |
| Individual (MCES) | $135.00 | $175.50 |
| Corporate Pricing (Fee payable to Training Provider) | ||
| SME | Before GST | With GST (9%) |
| Corporate (SME) | $135.00 | $175.50 |
| Non-SME | Before GST | With GST (9%) |
| Corporate (Non-SME, Baseline) | $225.00 | $265.50 |
| Corporate (Non-SME, MCES) | $135.00 | $175.50 |
Company Sponsored Funding Types
- SME
- Company registered or incorporated in Singapore AND employment size of not more than 200 or with annual sales turnover of not more than $100 million
- 70% of course fee funded
- Non-SME (Baseline)
- Non-SME companies, employee is Singaporean or PR aged below 40
- 50% of course fee funded
- Non-SME (MCES)
- Non-SME companies, employee is Singaporean aged 40 years and above
- 70% of course fee funded
Absentee Payroll Funding for Companies:
- $4.50 per training hour capped at $100,000 per enterprise per calendar year
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Self-sponsored Funding Types
- MCES
- Singaporean aged 40 years and above
- 70% of course fee funded
- Normal
- Singaporean / PR aged 21 years and above
- 50% of course fee funded
