Course Overview

As the service environment one works in becomes increasingly complex with changing demographics, the organisation needs to bring the best and most qualified people together to raise the competitive edge and also meet the regulatory framework of diversity and inclusion to be a norm. Employees must be able to work and relate to different sets of team members with multi-racial, gender, cultural mix and age groups. They have to develop personal and social-emotional skill sets e.g. self-awareness, understanding and managing emotions and how they affect one’s thoughts and actions, developing self-esteem and confidence and cross-cultural competencies to work effectively. Developing resilience/coping skills is particularly important to people, especially in the service environment. A resilient employee who can resist adversity, cope with uncertainty and recover more successfully from stressful frontline situations or emotional stress is less likely to leave the organisation. They can maintain healthy relationships with colleagues in a team and accommodate the different expectations, preferences, styles, needs and behaviours of the full range of customer types requires emotional intelligence. Front-line staff also need to develop resilience to manage these relationships.

This module enables participants to develop their ability to ‘bounce back’ and to improve their coping skills. This programme starts participants on a level of awareness of the impact of their interpersonal interactions and their plans for development in dealing with the everyday situations they encounter with team members and customers.