Manage Challenging Social Service and NPO Clients

Course Code:


Course Category:

Corporate Functions

Duration (hours):


Fees (Please note that the fees listed are for your reference only. The final course fee may vary.)
Name Fee (Excludes GST) Fee (Includes GST)
Nett Fee (after SSG funding) $ 165.00 $ 176.55
Course Fee (Before Funding) $ 550.00 $ 588.50


• 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

Target Participants:

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.

Learning Outcome:

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


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.

Please note that this course will be conducted online via Zoom (click to learn more about Zoom). Successful applicants will be able to access and download course materials from LearningCloud upon course confirmation. They will also be given the URL to join the Zoom course session with a unique password via email. Participants will be required to use their Name (as per NRIC) as the Zoom ID to be given access to the Zoom course session and will have to enable video view while the session is in progress.
Please note that all training session(s) will be recorded as part of funding requirements and audit purposes. Learners will be required to have their camera turned on throughout the session(s). By agreeing to attend this course, Learners are deemed to have consented for their participation to be recorded.

Assessment will be held face to face at SSI. Successful applicant will be notified on the date separately.

Fee Remarks:

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.

Trainer Profile:

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.

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