Strengthen Resilience with Emotional Intelligence @ Workplace – Level 1

Funding Validity Period

17 March 2023

16 March 2027

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.

Skills Acquired

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

Learning Modules

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

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

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

Organisational service standards
Go the Extra Mile
Create action plan for self-development
Manage personal stress at work
Improve self-ability in handling diversity

Who is this course is for

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.

Academic prerequisites

Be able to listen and speak English at a proficiency level equivalent to the Employability Skills 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
The learner should have at least 1 year’s working experience in any industry.

Course Fees

Fees	Small Medium Enterprises (SMEs)	Non Small Medium Enterprises	Singaporean Employees aged 40 years and above
Full Fee	$450.00	$450.00	$450.00
9% GST (on full course fee)	$40.50	$40.50	$40.50
Funding Amount	$315.00 (70% off course fee)	$225.00 (50% off course fee)	$315.00 (70% off course fee)
Nett Fee Payable (incl. GST)	$175.50	$265.50	$175.50

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
Non-SME (MCES): Employee is Singaporean aged 40 years and above

Course Fee Funding:
SME: 70% of course fee
Non-SME: 50% of course fee
Non-SME(MCES): 70% of course fee

Eligible for Absentee Payroll Funding

$4.50 per training hour capped at $100,000 per enterprise per calendar year

Eligible for SkillsFuture Enterprise Credit (SFEC)

Fees	Singapore Citizens (40 years and above)	Singapore Citizens (21 to 39 years old) & Permanent Residents (21 years old and above)
Full Fee	$450.00	$450.00
9% GST (on full course fee)	$40.50	$40.50
Funding Amount	$315.00 (70% off course fee)	$225.00 (50% off course fee)
Nett Fee Payable (incl. GST)	$175.50	$265.50

MCES: Singaporean aged 40 years and above
Normal: Singaporean / PR aged 21 years and above

Course Fee Funding:
MCES: 70% of course fee
Normal: 50% of course fee

Eligible for SkillsFuture Credit
Eligible for PSEA Funds