Pwm-Retail: People and Relationship Management (level 1) (synchronous E-Learning)

By the end of the course learners are expected to be able to:

• 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

What You'll Learn

This course is only for the low wage workers in the PWM-Retail Sector.

The course will cover techniques to recognise various types of diversity that exists within organisations, and mitigate the potential challenges. The course will also inculcate soft skills training to alleviate learners' emotional intelligence that is necessary to effectively resolve challenges. The course also aims to transform attitudes, so that learners are able to truly appreciate the intrinsic values of cultural harmony so that as they return to their respective workplaces, they will not just be followers, but initiators to promote an inclusive work environment.

On completion of this unit, learners will acquire service excellence skills and knowledge which will aid their service performance in their respective work.

Minimum Entry Requirement

Learners are assumed to:

a) Be above 18 years of age to 55 years of age;

b) To meet the Employability Skills System (ESS) Literacy Level 2

c) Have knowledge on own work role and corresponding responsibilities

d) Have an understanding of the organisation's product and service offering

e) Have an understanding of the organisation's structure, standard operating procedures and guide-lines on customer service

f) Whenever applicable, the trainer can communicate using simple English to help learners who are weaker in reading and writing in English.