Work in a Diverse Service Environment (16 hrs) by MDIS

• 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

Recognise the importance of inclusiveness when working in a diverse service environment

• Show respect for people from a wide range of backgrounds and possessing different traits by recognising:
  – Diversity markers
  – Diversity challenges and opportunities
• Appreciate and leverage on new and different perspectives
• Deliver service in line with organisation’s service standard regardless of customer’s background

Apply emotional intelligence when interacting with team members and customers in a diverse service environment

• Recognise emotions and its effects on service delivery and personal performance
• Manage others’ and own disruptive emotions and impulses to build harmonious workplace relationships

Demonstrate resilience when faced with challenges in a diverse service environment

• Develop coping skills to deal with the stress of change, opportunity, stressor, and adversity
• Build on action and focus on outcomes
• Develop strong support systems in or outside the workplace

Monitor own actions in handling diversity in the diverse service environment

• Compare objectives to actual actions of self
• Obtain feedback from colleagues and others at the workplace
• Complete reflective journals

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

This course is suitable for customer-facing staff, customer service representatives, call centre officers, store advisors, and service crew.