WSQ Apply EQ in a Diverse Service Environment - level 1
About This Course
This course "WSQ Apply EQ in a Diverse Service Environment – level 1" is designed to equip the learner with the critical skills to embrace and navigate diversity with confidence. You'll learn to recognize the vital role of inclusiveness, harness the power of emotional intelligence to handle challenging situations, and build the resilience needed to thrive in any service environment. Additionally, you’ll gain the ability to continuously monitor and refine your approach to ensure you are effectively managing diversity in your interactions.
What You'll Learn
Section 1
Able to recognize the importance of inclusiveness when working in a diverse service environment.
Diversity of colleagues, customers, Delivering of service
Section 2
Able to apply emotional intelligence when interacting with team members and customers in a diverse service environment.
Aspects of emotional intelligence, Basic Universal Emotions, Types of Behaviour
Section 3
Able to demonstrate resilience when faces with challenges in a diverse service environment.
Stress and Stressors, Develop coping skills, Develop strong support system, Building your resilient
Section 4
Able to monitor own actions in handling diversity.
Identify performance gaps, Obtain feedback, Types of feedback, Reflective Journal, Relationship management, Self-management skills
Entry Requirements
• Speak, listen and read English at a proficiency level not lower than the WPL Level 3, and manipulate numbers at a not lower than the WPN Level 3.
• Less than one year of work experience in the retail industry and/or in customer service role (rank and file employees).