Manage a Diverse Service Environment (16 hrs) by MDIS

• Promote an inclusive work environment which embraces diversity
• Build team cohesion to achieve organisational service excellence
• Manage challenges and opportunities relating to diversity that have implications on service delivery

Promote an inclusive work environment which embraces diversity

• Recognise implications of diversity markers at work
• Show respect to people from diverse backgrounds by creating an inclusive and supportive environment through methods like:
  – Role-modelling
  – Sharing of experiences
  – Establishing group experiences

Build team cohesion to achieve organisational service excellence

• Set common goals and their corresponding roles, duties and responsibilities
• Establish understanding of organisation’s vision, mission and values
• Build and maintain trust, respect and rapport with team

Manage challenges and opportunities relating to diversity that have implications on service delivery

• State expectations and set ground rules for staff interaction, and remaining objective and unbiased when conflicts arise
• Transform conflicts into opportunities for greater team cohesion
• Organise activities to facilitate understanding among team members

Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, videos, and case studies.

This course is suitable for call centre supervisors, crew / section / team leaders, assistant store managers, and supervisors.