Strengthen Resilience with Emotional Intelligence @ Workplace - Level 1
TGS-2023019605
Course Overview
This course will enable learners to recognise diversity markers and be cognisant of the importance of inclusiveness at the workplace. They can apply emotional intelligence in responding to workplace conflicts arising from diversity and manage personal anxieties when encountering new work situations and job requirements in a diverse service environment. They will also be able to apply resilience techniques to manage personal stress when handling challenges in a diverse service environment.
Training Type
Full Time
Who Should Attend
This training is relevant to all frontline service staff that need to interact with customers. This course is also relevant to staff who work in a diverse environment so that they can apply Emotional Intelligence in responding to workplace conflicts arising from diversity and manage personal anxieties when encountering new work situations and job requirements in a diverse service environment.
Course Duration
2 Days
Total Training Duration (Hour)
16
Course Outline
Learning Unit 1: Say you, Say me!
- What does inclusiveness mean?
- Recognise what is a diverse service
- environment
- Diversity markers at the workplace
- Diversity in communication styles
- Diversity in decision-making styles
- Diversity in work attitudes
- Impact of diversity challenges
- Tapping the power of diversity
Learning Unit 2: Why so EMO?
- What is Emotional Intelligence?
- Types of workplace conflicts
- Types of changes in job requirements
- Apply Emotional Intelligence to work in a
- diverse service environment
- Customer’s expectations
- Practise resilience to manage difficult
- customers
- What does resilience mean?
- Methods to demonstrate resilience
- Techniques to improve resilience
Learning Unit 3: Practice makes Permanent!
- Organisational service standards
- Go the Extra Mile
- Create action plan for self-development
- Manage personal stress at work
- Improve self-ability in handling diversity
Course Learning Outcome
By the end of this course, learners will be able to:
- Explain the importance of inclusiveness in a diverse service environment
- Contribute ideas to improve service delivery based on understanding of diversity markers and
identify diversity challenges and opportunities at the workplace
- Apply aspects of emotional intelligence to interact effectively with team members and
customers in a diverse service environment
- Demonstrate resilience in handling service challenges in a diverse service environment with
appropriate methods to demonstrate resilience
- Deliver service excellence in diverse work environment to diverse range of customers to meet
organisation’s service standards
- Monitor self-ability to seek improvement in handling diversity in a service environment with
appropriate methods to monitor self-ability
Pre-requisites
- Learners must be able to read, write, speak and listen to English at secondary level
- Learners to have minimum GCE ‘O’ level or ITE certificate education
- The learner should have at least 1 year’s working experience in any industry.
Funding Information
17 Mar 2023 To 16 Mar 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
