UEN No.: 198802365N

WSQ

Strengthen Resilience with Emotional Intelligence @ Workplace – Level 1

course details

Duration and Time

Training Time

9am to 6pm

Course Duration

16 HRS

Course Information

Course Reference Number

TGS-2023019605

Funding Validity Period

17 Mar 2023 To
16 Mar 2025

Mode of Training

Classroom

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.

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

Course Content

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

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.

  • 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 Outline

Download the PDF below for a summary of the course outline.

COURSE FEES

Company Sponsored

Funding Type Full Fee 9% GST (on full course fee) Funding Amount Nett Fee Payable (incl. GST)
Small Medium Enterprises (SMEs) $450 $40.50 $315 (70% off course fee) $175.50
Non Small Medium Enterprises $450 $40.50 $225 (50% off course fee) $265.50
Singaporean Employees aged 40 years and above $450 $40.50 $315 (70% off course fee) $175.50

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

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

Self-Sponsored

Funding Type Full Fee 9% GST (on full course fee) Funding Amount Nett Fee Payable (incl. GST)
Singapore Citizens (40 years and above) $450 $40.50 $315 (70% off course fee) $175.50
Singapore Citizens (21 to 39 years old) & Permanent Residents (21 years old and above) $450 $40.50 $225 (50% off course fee) $265.50

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

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