Learning Outcome/Topics Covered
1. Apply self-management skills – Click to view
- Self-awareness
- Formulating personal vision, mission, and goals
- Healthy lifestyle practices
- Strategies for overcoming work challenges
- Emotional intelligence
- Coping with Work Stress.
- Assertiveness versus aggressiveness and passiveness
- Developing and maintaining high self-esteem
- Developing and maintaining positive self-image
- Time management
- Setting performance targets
- Monitoring and evaluating performance targets
2. Promote ethical work practices and values – Click to view
- Integrity
- Core Values, ethics and beliefs
- Patriotism
- Professionalism
- Organizational codes of conduct
- Industry policies and procedures
3. Promote Teamwork – Click to view
- Types of teams
- Team building
- Individual responsibilities in a team
- Determination of team roles and objectives
- Team parameters and relationships
- Benefits of teamwork
- Qualities of a team player
- Leading a team
- Team performance and evaluation
- Conflicts and conflict resolution
- Gender and diversity mainstreaming
- Developing Healthy workplace relationships
- Adaptability and flexibility
- Coaching and mentoring skills
4. Maintain professional and personal development – Click to view
- Personal vs professional development and growth
- Avenues for professional growth
- Recognizing career advancement
- Training and career opportunities
- Assessing training needs
- Mobilizing training resources
- Licenses and certifications for professional growth and development
- Pursuing personal and organizational goals
- Managing work priorities and commitments
- Dynamism and on-the-job learning
5. Apply Problem-solving skills – Click to view
- Causes of problems
- Methods of solving problems
- Problem-solving process
- Decision making
- Creative thinking and critical thinking process in development of innovative and practical solutions
6. Promote Customer Care – Click to view
- Identifying customer needs
- Qualities of good customer service
- Customer feedback methods
- Resolving customer concerns
- Customer outreach programs
- Customer retention
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