Developing Inclusiveness Embracing Diversity At Successful Workplaces

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 have to be able to work and relate to different sets of team members with a multi-racial, gender, cultural mix and age groups. They have to develop personal, social-emotional skill sets eg self awareness, understand and manage emotions and how they affect one’s thoughts and actions, develop self-esteem and confidence and cross-cultural competencies to work effectively.
The development of 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 workplace emotional stresses, 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 own interpersonal interactions and their plans for development in dealing with the everyday situations they encounter with team members and customers.

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