WSQJWDE: PEOPLE AND RELATIONSHIP MANAGEMENT L1:Â WORK IN A DIVERSE SERVICE ENVIRONMENT POWERED BY JOHN MAXWELL (SYNCHRONOUS E-LEARNING)
PEOPLE AND RELATIONSHIP MANAGEMENT L1:Â WORK IN A DIVERSE SERVICE ENVIRONMENT POWERED BY JOHN MAXWELL (SYNCHRONOUS E-LEARNING)
Course Duration
Mode of Assessment
Participants would be assessed through course assessment exercises
Who Should Attend
Professionals dealing with internal or external customers from various industry sectors.
Course Overview
Are you and your organisation accepting and celebrating diversity differences at work?
Individuals are more creative and effective at problem-solving as part of a diverse team. Bringing people together from dissimilar backgrounds to be moulded into productive and cohesive units should be an integral part of every organisational culture. How can individuals embrace workplace diversity in their thoughts and actions?
In this programme, learners will recognise the full benefits of handling diversity through the importance of inclusiveness, emotional intelligence and resilience. They will also embark on useful approaches to understand themselves better and enhance their personal improvements through their daily experiences and service environment encounters through self-reflection and activities.
Empower yourself with relationship skills that deliver results today! Based on John Maxwells signature leadership series programmes, insightful and powerful concepts from 5 Strategies to Win with People have been included to support the course objectives and enhance your learning journey.
Course Schedule
Next available schedule
Course Objectives
At the end of the programme, learners will be able to:
- 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
Pre-requisites
Participants should be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy (WPL) Level 3.
Course Outline
1. Celebrate Inclusiveness
How is inclusiveness in a diverse service environment important? Learners are encouraged to perceive their differences as learning gains, recognise the challenges diversity may cause and ways to translate them into authentic action plans for application at their workplace.
The topics include:
- Inclusiveness
- Embracing Diversity
- Challenges Arising from Workplace Diversity
John Maxwell Highlights: Learn 8 practical tips to make the most of diversity in relationships.
2. Manage Ourselves First
Learners are introduced to emotion and how they lead to ones behaviors and actions. The qualities of a person, high in emotional intelligence are shared and explored through various experiential activities, relatable scenarios and examples.
The topics include:
- Understanding Emotions
- Emotional Intelligence
- Are You High in Emotional Intelligence
John Maxwell Highlights: Explore ways to make people like you through The Charisma Principle.
3. Manage Conflicts
As learning needs to be sustainable, methods in handling diversity through self-monitoring are addressed in this segment. Learners are encouraged to reflect and seek feedback for self-awareness and continual personal improvements. They will also apply their new skills in a concluding activity with authentic service situations.
The topics include:
- Methods to Self-Monitoring
John Maxwell Highlights: Understand The Situation Principle and the importance of building mutual trust.
Certificate Obtained and Conferred by
Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this programme will be awarded with a Statement of Attainment (SOA) by SkillsFuture Singapore (SSG). This programme is offered on a modular basis only.
- Mapped to People and Relationship Management L1: Work in a Diverse Service Environment
Additional Details
Medium of Instruction & Trainer
-
English
Trainer : Trainee Ratio is 1:24
Additional Note
– Important Note –
Transition of Service Excellence Competency Framework (SVCF) WSQ to Skills Framework (SF)
Transition period is 18 months from 1 April 2020 to 30 September 2020
From 1 April 2019, the Service Excellence Competency Framework (SVCF) WSQ will be transited to the Skills Framework Construct
- Each SVCF Skills Standard (SS) is mapped to a Technical Skills and Competencies (TSC) across Retail (SF), at the corresponding levels. Following the transition, all SOAs will reflect the respective TSC titles and Proficiency levels instead of the SVCF WSQ SS titles.
- Existing SVCF WSQ qualification titles and modules bundling will be retained
- Trainees who have commenced studies of qualification programmes accredited to SS are to complete the programmes within the 18-month transition period. Trainees will be awarded qualifications based on existing SS codes
- LHUB will offer SVCF WSQ modules (SS) till 30 June 2020
- LHUB will offer SVCF (SF) modules under SFw from 1 July 2020 onwards
- There should not be any WSQ courses based on SS from SVCF WSQ Framework from 1 October 2020
- For more information, visit SSG Website: www.ssg.gov.sg/wsq/industry-and-Occupational-Skills/ServiceExcellence-Competency-Framework.html
Price
| Individual Sponsored | Non-SME | SME | ||||
| w/o GST | w GST | w/o GST | w GST | w/o GST | w GST | |
| Original Course Fee | S$400.00 | S$428.00 | S$400.00 | S$428.00 | S$400.00 | S$428.00 |
| Singapore Citizens & PRs aged 21 years and above | S$128.00 | S$156.00 | S$128.00 | S$156.00 | S$40.00 | S$68.00 |
| Singapore Citizens aged 40 years and above | S$40.00 | S$68.00 | S$40.00 | S$68.00 | S$40.00 | S$68.00 |
^Applicable for Singapore Citizen ABOVE 21 yrs & BELOW 40 yrs old / Singapore PRs. For more information, please contact us at +65 6336 LHUB (5482) or email [email protected].
When you sign in to your SkillsConnect account, please use the course reference number CRS-Q-0040336-RET to find this course.
Terms and conditions apply. NTUC LearningHub reserve the right to make changes or improvements to any of the products described in this document without prior notice.
Prices are subject to other LHUB miscellaneous fees.
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