This skill describes the ability to use effective communication techniques at the workplace, while taking into consideration social and cultural differences. It also includes interpreting, clarifying, analysing and responding to information received, as well as using effective negotiation skills to resolve conflicts for a win-win outcome.

 Mini lectures with presentations to explain concepts and theories

 Interactive activities including demonstrations

 Role-play and case study discussion with mutual sharing and feedback

"This skill describes the ability to apply the knowledge and skills to communicate and relate effectively at the workplace.

At the end of the programme, learners should be able to:

Interpret different information received according to organisational procedures

Identify and overcome communication barriers

Understand principles of effective communication and interpersonal techniques

Respond to information received considering the social and cultural differences

Define conflict and recognise differences and contention

Identify the conflict resolution process and techniques

Apply the techniques to achieve a win-win outcome

Communicate outcome of negotiation and propose recommendations to supervisor

This programme is targeted for:

 Customer service personnel

Front line service staff

Junior staff

Others