Manage a Diverse Service Environment
(People and Relationship Management)(16 hrs)

Course Code: TGS‐2019504204

This course covers the knowledge and application skills required to manage a diverse service environment. It involves promoting inclusiveness, building team cohesion and managing diversity challenges and opportunities that may have implications on service delivery.

Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).

Course Details

Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm

Course Fee : $430.00
Nett Fee Incl. 7% GST : $460.10
Nett Fee after Training Grant* : $73.10 (SMEs) | $188.10 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $73.10

* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and a complete listing of funded courses. This course is eligible for use of SkillsFuture credit.

Course Application

Date	Details
November 29, 2021 - November 30, 2021 (9:00 am - 6:00 pm)	Open for registration (Fill in the enquiry form to know more)

Key Takeaways

Upon completion of this workshop, participants will be able to;

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

Who Should Attend

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

Programme Outlines

1. Promote an inclusive work environment that 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
2. Build team cohesion to achieve organisational service excellence
   • Set common goals and their corresponding roles, duties and responsibilities
   • Establish an understanding of the organisation’s vision, mission and values
   • Build and maintain trust, respect and rapport with the team
3. 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

Methodologies

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