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I Am Resilient in Service: The New Normal – Level 1

Funding Validity Period

19 May 2023

18 May 2027

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

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 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

Learning Modules

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

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

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

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

Who is this course is for

This training is relevant to all frontline staff that has customer interactions.

Academic prerequisites

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.

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