NTUC LearningHub

Course Overview

 

 

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 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.
  • Hardware & Software
    This course will be conducted as a Virtual Live Class (VLC) via Zoom platform. Participants must own a zoom account and have a laptop or a desktop with “Zoom Client for Meetings” installed. This can be downloaded from https://zoom.us/download

System Requirement

Must Have:

Please ensure that your computer or laptop meets the following requirements.

  • Operating system: Windows 10 or MacOS (64 bit or above)
  • Processor/CPU: 1.8 GHz, 2-core Intel Core i3 or higher
  • Minimum 20 GB hard disk space.
  • Minimum 8 Gb RAM
  • Webcam (The camera must be turned on for the duration of the class)
  • Microphone
  • Internet Connection: Wired or Wireless broadband
  • Latest version of Zoom software to be installed on computer or laptop prior to the class.

Good to Have:

  • Wired internet connection
    Wired internet will provide you with stable and reliable connection.
  • Dual monitors
    Using a dual monitor setup will undoubtedly improve your training experience, enabling you to simultaneously participate in hands-on exercises and maintain engagement with your instructor.

Not Recommended:

Using tablets is not recommended due to their smaller screen size, which could cause eye strain and discomfort over the course of the program's duration.

 

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
Categories
More Information
  • NTUC LearningHub
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Location
  • NTUC Trade Union House, 73 Bras Basah Road. S.189556, Singapore, Central Singapore Community Development Council 189556

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