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ES WSQ - Communicate and Relate Effectively at the Workplace at Operations Level

Course Overview

Use effective communication techniques to interpret, clarify, analyse and respond to information received, and use effective negotiation skills to resolve conflicts for a win-win outcome, taking into consideration social and cultural differences.

Course Objectives

On completion of this unit, the participant will be able to perform the following:
  1. Interpret and analyse information received
  2. Plan response to information received taking into account the social and cultural background of recipient of information
  3. Use appropriate communication techniques that consider social and cultural differences to clarify and respond to information received
  4. Identify signs, stages and causes of conflict with individuals or groups of people
  5. Define the conflict and highlight points of differences/ contention objectively, taking into consideration social and cultural differences of parties involved
  6. Negotiate for mutually acceptable solutions by all parties using effective communication and negotiation skills
  7. Communicate outcome of negotiation and propose relevant recommendations with justifications to supervisor

Who Should Attend

The job role(s)/ occupations that this unit would be relevant to may include those whose skills, knowledge and work activities undertaken are represented by the level of complexity that fits into the following description:
Nature of Skills and Knowledge:
  • For performing a narrow range of basic and routine work activities under a predictable work context.
  • Mainly factual and procedural
Nature of Work Activities:
  • Performed under clearly specified boundaries and close supervision
  • Requires minimal judgement
  • Some accountability
  • Rely on standard operating procedures to solve problems


There are no entry requirements. However, Learners are assumed to:
  • Be able to speak, listen, read and write English at a proficiency level equivalent to the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy (WPL) Level 4
  • Be able to manipulate numbers at a proficiency level equivalent to ES WSQ Workplace Numeracy (WPN) level 4

Course Duration

16 Hours


Medium of Instruction

  • English

  • Trainer : Trainee Ratio: 1 : 20

  • Training Methodology: Written assignment and Role play


Statement of Attainment (SOA) from Workforce Development Agency (WDA) 


Full Price

Price Type
Without GST
 With GST
Price per pax (Total course fee)


Price after funding (For Corporate)

Price Type
Without GST
 With GST
Price per pax after SDF Funding


SDF/ SME/ WTS Funding (For Corporate Registrations):

·         Participants must attend at least 75% of the course and complete the exam

·         Customers who are applying for the funding for trainee(s), please make enrolment in Skills Connect website before registration

·         WTS funding only applies to company-sponsored trainee who is 35 year old and above with a monthly income of $1,900 and below.

For Training Grant application, please use the following reference code.

Reference code: CRS-Q-0021103-ES


WTS for Individual:

·         Self-Initiated trainees (sign up training on their own, without employer's sponsorship) can access funding support at Service Touch-points (Self Help Groups/ NTUC/ WDA Career Centres at CDCs) within 180 days before or up to 30 days after course commencement date.

·         For more information, you may refer to

For more information on SDF Training Grant Application, please click here

UTAP Funding for Individual:

NTUC members enjoy instant UTAP* (Union Training Assistance Programme) benefit of up to $250 each year when you sign up for courses with NTUC LearningHub and Next U®.

*UTAP supports 50% of the course fees paid cap at $250 per year. You must be an union member throughout the course duration and at the time of claim. You must achieve a minimum of 75% attendance for each application and sat for all prescribed examinations. Other terms and conditions apply.