About this Course

This unit addresses the skills and knowledge required to handle diversity. It includes recognising the importance of inclusiveness, demonstrating the use of emotional intelligence and resilience to handle diversity in the service environment, and monitoring one’s actions in handling diversity. Course Content 1. Recognise the importance of inclusiveness when working in a diverse service environment. 2. Apply emotional intelligence when interacting with team members and customers in a diverse service environment 3. Demonstrate resilience when faced with challenges in a diverse service environment 4. Monitor own actions in handling diversity in the diverse service environment.

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