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

“Learning Unit 1: Same Same But Different

Overview: Explore the concepts of diversity and inclusiveness within the context of the modern service environment.
Topics:
Understand the service environment as the new normal.
Define what Diversity is and explore its types.
Explain what Inclusiveness means.
Identify diversity challenges and opportunities.
Discuss what good Service Delivery entails.
Explore how diversity can add value to service delivery.
Learn how to translate perspectives on diversity into feasible ideas.

Learning Unit 2: I Know Me

Overview: Focus on the role of emotional intelligence in personal and professional interactions.
Topics:
Define Emotional intelligence.
Apply emotional intelligence to interact with team members.
Utilize emotional intelligence in customer interactions.
Identify common service challenges.
Understand and define what resilience is.
Demonstrate resilience in handling service challenges.

Learning Unit 3: Make Our Service Count

Overview: Emphasize the importance of recognizing customer diversity and meeting their needs through effective service standards.
Topics:
Acknowledge and understand Customer Diversity.
Implement Organisational Service Standards.
Meet customers’ needs and expectations effectively.
Explore avenues to improve self-ability in handling diversity.
Learn how to monitor own actions in handling diversity.”