I Am Resilient in Service: The New Normal – Level 1

Course Overview

I Am Resilient in Service: The New Normal – Level 1

Learners need to recognise the diversity markers as well as the importance and value of diversity in contributing to organisational objectives and their personal work or career goals. With that, learners will be better positioned to contribute ideas on how diversity can add value to service delivery.

With the right mindset and attitude towards embracing and tapping the opportunities of diversity to increase service delivery excellence, learners are introduced to how emotional intelligence can be applied to improve collaboration, resilience and working relationships to handle service challenges in a diverse environment.

Having been equipped with knowledge and skills to embrace diversity and demonstrate inclusiveness at the workplace, learners are ready to work with team members to deliver service excellence and handle challenges with resilience to achieve organisational objectives. More importantly, learners are encouraged

Course Title

I Am Resilient in Service: The New Normal – Level 1

Entry Requirements

• 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
• Learner should have at least 1 year’s working experience in any industry.

Course Objectives

By the end of this course, learners will be able to:

• Explain the importance of inclusiveness in a diverse service environment
• Contribute ideas on how diversity can add value to the service delivery
• Apply emotional intelligence to interact effectively with team members and customers
• Handle service challenges in a diverse service environment with resilience
• Deliver service excellence in diverse work environment to meet organisation’s service standards
• Adopt methods to monitor self-ability to handle diversity in a service environment