Manage Challenging Social Service and NPO Clients
21 Jun 2019
21 Jun 2019
Social Service Institute
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|Course Date||Day||Start Time||End Time|
|21 Jun 2019||Friday||09:00 AM||06:00 PM|
|Name||Fee (Excludes GST)||Fee (Includes GST)|
|Course Fee (Before Funding)||$ 550.00||$ 588.50|
|Nett Fee (after SSG funding)||$ 165.00||$ 176.55|
• Client Interaction Escalation
• The Psychology of Anger
• Types of Challenging Clients
• Handle Complaints and Irate Clients
• Diffuse Challenging Situations which include:
- Clients who will not take “No” for an answer
- Clients with unreasonable behaviour
• Techniques to remain cool as a cucumber
• Action Plan
By the end of the course, participants will be able to:
1. Interpret triggers that spark off difficult situations
2. Diffuse difficult situations with clients
3. Maintain professional disposition when managing difficult clients and situations
Target audience includes all professionals who work with clients such as front office staff, social workers, counsellors, welfare officers, police officers.
Learners are assumed to possess an English Language (speaking, reading, writing and listening) proficiency level equivalent to GCE ‘O’ level or Employability Skills System Workplace Literacy (WPL) Level 6.
Ms Lucy Ng is the Director of E-Training Solutions Pte Ltd specialising in all aspects of HRD. Before turning full-time to training, Lucy was a qualified MOE education officer and a Training & Development Manager of a statutory board. She has more than 20 years teaching and training experience in the areas of interpersonal relationship, customer service, personal effectiveness, leadership, teambuilding, stress management and communication skills.
Lucy’s academic qualifications are Master of Arts in Instructional Design & Technology (NTU, Singapore) and Master in Business Administration (University of Western Australia). She is also a qualified MOE education officer. Lucy is an accredited MBTI administrator and a certified EQ 6-Sec facilitator. Lucy is also a certified CREST trainer by DOOR Training International and a Customer Service consultant by Service Quality Institute (USA).
A qualified WSQ trainer, Lucy has developed national training packages for training providers from varied industries. These packages include the modules in the Employability Skills System (ESS), WSQ Provide GEMS service (PGEMS), Food Production certificates and the ACTA. Lucy assists the Social Development Unit in drafting the competency standards for the local dating industry under the WSQ framework. She also develops the modules and assessment plans of these standards for dating practitioners and agency owners.
Lucy’s articulate and interactive training style makes her a well sought-after trainer by many organisations from the public and private sectors. Her facilitative and open-style of training has given her the ability to reach out to different audiences, from senior executives to ground staff. Lucy has facilitated training for MNCs and SMEs in the hospital, travel, transportation, manufacturing, hotel industries and Government agencies. She is also a trainer for ST701, a subsidiary of Singapore Press Holding.
Other than a training consultant, Lucy continues to value her academic interests. She lectures at the Singapore Institute of Management (SIM) in Business Framework – a final year coursework for the RMIT students.
Mode of delivery:
Blended learning (facilitated classroom training and online course materials)
This course includes assessment components.
Assessment may be conducted during and/or after the course. As there is an assessment component for this course, grading and processing of results can only take place after course completion. Learners who pass the assessment(s) will be awarded with an electronic Certificate of Achievement from SSI. You will receive an email notification when your e-Cert is ready for download in your NCSS e-Services account.
SSG funding is available for Singapore Citizens and Permanent Residents only. For more information on SSG Training Grants, please visit:
• SkillsFuture Singapore Funding.
• SkillsFuture Credit.
VCF funding is available for foreigners who are staff of member VWOs of NCSS via Direct Training Application.
Terms and conditions apply. Applicants of above training grants should inform SSI upon submission of your application.
SURANI Suraiza / Suraiza_SURANI@ncss.gov.sg / 65895557