WORKPLACE SKILLS (WPS)

WORKPLACE SKILLS (WPS) A Singapore Workforce Skills Qualifications Programme While there are always job-specific skills that employers are looking for, most will also wish their employees to have essential skills such as communication, problem-solving, self-management and teamwork. Even for individuals who scored a job interview, chances are they will be asked about their essential skills capabilities as well. No matter which industry one is working in, these courses can help individuals boost their essential skills, get a career and work their way to the top. WSQ LEVEL 1 ADAPT TO CHANGE Access available sources of information to identify global trends and interpret information that impact one s employability and job role Identify the types of expectations and adjustments required in current and new job situations to stay employable and competitive in the global context Identify the types of competencies required in current and new job requirements Identify gaps in own competencies, determine training and development needs and select suitable learning opportunities that match personal learning styles Transfer skills and knowledge acquired from training and development to the workplace and measure performance improvement as a result of training and development Demonstrate the ability to learn from and coach others a given set of skills from one job situation to another Identify the implications of diversity at the workplace and participate in relevant approaches to work within a diverse workforce Identify impact of change on oneself and one s job and adopt appropriate techniques to respond to change APPLY 5S TECHNIQUES Duration: 17.75 hours Conduct SEIRI in accordance with organisational pre-determined schedule Check work area to correctly identify unnecessary items in accordance with organisational checklist Label and segregate unnecessary items properly in work area in accordance with organisational procedures Clear all unnecessary items from work area and place them at designated location or holding area Dispose unnecessary items at designated location or holding area in accordance with organisational guidelines and procedures Conduct SEIRI in accordance with organisational safety and health guidelines

WSQ LEVEL 1 APPLY EMOTIONAL COMPETENCE TO MANAGE SELF AT THE WORKPLACE Recognise own emotional states, the causes of those emotional states and its effects on performance and interpersonal relationships at the workplace Manage own emotions and impulses to work effectively with others, taking into consideration the different cultures and background of individuals at the workplace Identify personal strengths and weaknesses and make improvements needed to develop emotional intelligence Recognise the emotional needs of others, empathise and respond appropriately to their needs Present self with confidence and show flexibility in responding to changes at the workplace Demonstrate conscientiousness and trustworthiness to complete given tasks according to organisational standards Demonstrate initiative and optimism in pursuing goals beyond what is required and expected of self APPLY EMOTIONAL COMPETENCE TO MANAGE SELF AT THE WORKPLACE (BLENDED) Recognise own emotional states, the causes of those emotional states and its effects on performance and interpersonal relationships at the workplace Manage own emotions and impulses to work effectively with others, taking into consideration the different cultures and background of individuals at the workplace Identify personal strengths and weaknesses and make improvements needed to develop emotional intelligence Recognise the emotional needs of others, empathise and respond appropriately to their needs Present self with confidence and show flexibility in responding to changes at the workplace Demonstrate conscientiousness and trustworthiness to complete given tasks according to organisational standards Demonstrate initiative and optimism in pursuing goals beyond what is required and expected of self APPLY QUALITY SYSTEMS Duration: 17.50 hours Identify their own duties and responsibilities, according to organisational quality procedures, quality policies and job descriptions Establish job and quality objectives, according to work instructions, organisational quality procedures and policies Plan work activities to meet quality system requirements with supervisor or designated personnel, which may include but not limited to: planning for resources required scheduling tasks according to overall organisational or departmental schedule Discuss performance measures with designated personnel, which may include but not limited to: time achievements output achievements and quality achievements Report any abnormalities and problems encountered in planning daily work to designated personnel according to organisational quality procedures COMMUNICATE & RELATE EFFECTIVELY AT THE WORKPLACE Interpret and analyse information received Plan response to information received taking into account the social and cultural background of recipient of information Use appropriate communication techniques that consider social and cultural differences to clarify and respond to information received Identify signs, stages and causes of conflict with individuals or groups of people Define the conflict and highlight points of differences/contention objectively, taking into consideration social and cultural differences of parties involved Negotiate for mutually acceptable solutions by all parties using effective communication and negotiation skills Communicate outcome of negotiation and propose relevant recommendations with justifications to supervisor COMMUNICATE & RELATE EFFECTIVELY AT THE WORKPLACE (BLENDED) Interpret and analyse information received Plan response to information received taking into account the social and cultural background of recipient of information Use appropriate communication techniques that consider social and cultural differences to clarify and respond to information received Identify signs, stages and causes of conflict with individuals or groups of people Define the conflict and highlight points of differences/contention objectively, taking into consideration social and cultural differences of parties involved Negotiate for mutually acceptable solutions by all parties using effective communication and negotiation skills Communicate outcome of negotiation and propose relevant recommendations with justifications to supervisor

WSQ LEVEL 1 COMPLY WITH WORKPLACE SAFETY AND HEALTH POLICIES AND PROCEDURES Duration: 8 hours Practise personal hygiene at workplace in accordance with the organisational procedures Use and maintain personal protective equipment required for the work in accordance with the organisational procedures Use and maintain workplace equipment and safety devices in accordance with organisational procedures or manufacturer s instructions Follow safety signs and instructions in workplace Follow workplace risk control measures in accordance with the organisational procedures Report workplace safety and health issues to appropriate person in accordance with the organisational procedures and Workplace Safety and Health Act Identify and report potential hazards and risks associated within the work area in accordance with the organisational procedures Report unsafe working conditions and work practices in accordance with the organisational procedures Participate in resolving hazards and risks identified in the work area in accordance with the organisational procedures Participate in identifying personal protective equipment requirements for the work in accordance with the organisational procedures Participate in identifying safety device required for safe operations of machinery and equipment if any at the workplace Participate in identifying information needed to handle workplace emergencies Participate in workplace safety and health training React to the types of emergencies at the workplace Use equipment and materials required for workplace emergency response in accordance with the organisational procedures Activate emergency services in the event of emergency at the workplace in accordance with the organisational procedures Follow the instructions given by authorised personnel in the event of emergency at the workplace Participate in the organisational emergency response exercise in accordance with the guidelines provided by the relevant regulatory requirements Follow infectious disease outbreak control at the workplace in accordance with the guidelines provided by the relevant regulatory bodies DEMONSTRATE INITIATIVE AND ENTERPRISING BEHAVIORS Show initiative in identifying opportunities and goals for continuous improvement in workplace performance Discuss with stakeholders on potential areas and/or practices for innovation at the workplace Demonstrate innovative and enterprising behaviours to improve business performance in accordance with regulatory requirements and ethics Review new initiatives for possible risks and recommend corrective actions and an appropriate strategy to deal with identified risks Develop an action plan to implement the selected risk strategy in consultation with stakeholders using the most suitable mode of communication Translate ideas into action with self-direction and sustained efforts for goal attainment in accordance with context requirements, best practices and future needs Monitor the risks identified at individual level to implement action plan and update risk response plan DEVELOP PERSONAL EFFECTIVENESS AT OPERATIONS LEVEL Set personal goals and align them to team goals Identify one s role and responsibilities and their contribution towards the achievement of team goals Identify personal strengths and weaknesses, list the strategies to overcome weaknesses and describe how personal strengths can contribute towards the achievement of team goals Plan and complete personal tasks to meet team goals Recognise symptoms of and deal with stress to maintain work effectiveness Identify programmes that help to maintain or enhance personal work-life balance Identify one s existing financial position using appropriate tools and describe how to manage such a position MAINTAIN PERSONAL PRESENTATION AND EMPLOYABILITY AT OPERATIONS LEVEL List personal competencies acquired through learning and experience Determine career goals taking into account personal competencies State sources of and interpret information on potential employment opportunities Select jobs that best match personal competencies and career goals; and apply for jobs Prepare for and attend job interviews Demonstrate basic social etiquette skills and personal hygiene during job interview

WSQ LEVEL 1 MAINTAIN PERSONAL PRESENTATION AND EMPLOYABILITY AT OPERATIONS LEVEL (BLENDED) List personal competencies acquired through learning and experience Determine career goals taking into account personal competencies State sources of and interpret information on potential employment opportunities Select jobs that best match personal competencies and career goals; and apply for jobs Prepare for and attend job interviews Demonstrate basic social etiquette skills and personal hygiene during job interview PERFORM BASIC PRODUCTIVITY PRACTICES Interpret productivity purpose, goals & objectives Define how productivity is measured Select appropriate methods to increase productivity and workplace performance Identify factors that improve productivity at the workplace Identify productivity improvements beyond cheaper, better and faster Identify human factors that can improve productivity Determine different performance mindsets that can impact the outcome of productivity Select appropriate treatments to prevent poor productivity practices at the workplace Eliminate bottlenecks that limit productivity growth Develop a conducive environment for staff to contribute more to productivity Engage regular constructive feedback with staff to maintain high productivity Interpret productivity improvement and link it to the financial Big Picture Identify areas that create internal wastage Detect and prepare a list of activities that contribute to internal wastage Catergorise the various forms of waste in accordance with the 8 kinds of waste framework Apply appropriate productivity techniques and take measurements on the kind of improvement (cheaper, better, faster) made SOLVE PROBLEMS AND MAKE DECISIONS AT OPERATIONS LEVEL Recognise symptoms that could lead to potential problems at the workplace Identify deviations from organisational norm and SOPs based on symptom identified Identify the possible root cause of the problem using appropriate tools and techniques Identify impact of the problem on one s job responsibilities and other parties involved Generate and select ideas to solve the problem using creative and logical thinking Evaluate selected ideas using pertinent criteria and choose the most desirable one as solution to the problem Develop an action plan for implementation of the chosen solution Communicate chosen solution and action plan to relevant parties using suitable mode of communication Evaluate the effectiveness of the implemented solution and action plan and initiate corrective actions where necessary Identify preventive measures to avoid recurrence of similar problems in the future WORK IN A TEAM Define and align team goals with departmental and organisational goals Define own and individual roles within the team and work within the team and organisation dynamics Maintain open communication with team members by sharing information and discussing work related issues to achieve individual and team goals to meet organisational requirements Listen to, and contribute ideas and skills using appropriate communication techniques to achieve team goals Demonstrate trust, respect and support towards team members in daily activities to achieve team goals Identify potential areas of conflict with team members and methods to overcome them, taking into consideration diversity issues Identify and resolve issues and concerns through collaborative activities with supervisor Demonstrate responsibility and commitment for work done and to the achievement of individual and team goals Accept and provide feedback, advice and assistance in a considerate and constructive manner to accomplish the task assigned Recommend improvements to established policies and procedures in a proactive manner

WSQ LEVEL 3 APPLY EMOTIONAL COMPETENCE TO MANAGE SELF AND TEAM AT THE WORKPLACE Recognise their own emotional states, the causes of those emotional states and its effects on their own and their team s performance and interpersonal relationships at the workplace Conduct self-reflection and gather feedback from team members to identify personal strengths and weaknesses for development of their own emotional intelligence Model behaviours that demonstrate application of emotional intelligence Assess emotional states of team members and respond appropriately to emotional cues, taking into consideration the different cultures and background of team members Demonstrate flexibility and adaptability in dealing with team members and making decisions, taking their emotions into account Provide opportunities for team members to express their thoughts and feelings and assist them in understanding the effects of their behaviour and emotions on others at the workplace Encourage team members to develop their own Emotional Intelligence to build positive relationships among one another to achieve team goals Promote a positive emotional climate at the workplace DEVELOP PERSONAL EFFECTIVENESS AT SUPERVISORY LEVEL Analyse personal goals and align them to departmental goals Examine personal role and responsibilities and their contribution to departmental success Examine personal strengths and weaknesses, apply strategies to overcome weaknesses and use personal strengths to contribute towards the achievement of department goals Plan, organise and execute personal work activities to achieve departmental goals Identify causes of stress that affect self and team and apply stress management techniques to deal with them Support the implementation of work-life balance programmes to achieve organisational effectiveness Establish one s existing financial position using appropriate tools and explain how to manage such a position FACILITATE EFFECTIVE COMMUNICATION & ENGAGEMENT AT THE WORKPLACE Communicate organisational communication policies and procedures to staff and monitor their compliance Maintain channels of communication to update staff on latest and relevant work-related information according to organisational communication policies and procedures Promote effective communication among staff taking into account diversity issues Use appropriate communication techniques and tools to suit different communication styles of people in formal and informal settings Assess conflict situation and develop appropriate conflict resolution strategies Resolve conflict using appropriate conflict resolution strategies, approaches and techniques FACILITATE EFFECTIVE WORK TEAMS Provide and clarify with team members on work-related information using appropriate communication techniques Involve team members in the planning of work activities to promote ownership and commitment to work plan Delegate duties and responsibilities taking into consideration the competencies of individual team members Communicate thoughts and feelings to justify a position and responsibilities assigned to team members and persuade and influence them Communicate to team members the importance and interdependence of each role and promote the benefits of diversity within the team Communicate and agree on individual and team goals and targets to be achieved Provide opportunities for team members to contribute ideas and skills and maintain positive relationships amongst them Provide resources, assistance and support needed by team members to complete projects or work activities Analyse project control reports and performance assessment results to ascertain team performance and provide feedback and criticism to team members using appropriate communication techniques Communicate team performance and related issues of concern to management and provide recommendations to address them FOSTER INITIATIVE AND ENTERPRISE IN TEAMS Duration: 18 hours Identify possible areas for continuous improvement and challenges in getting team to initiate actions for continuous improvement at the workplace Lead and motivate team to initiate actions, ideas and suggestions to improve workplace or business performance Assist team members to unleash their untapped innovation and creativity and increase their ability to develop creative ideas for innovation Facilitate team to be self-directed and sustain effort for continuous improvement at the workplace Conduct risk assessment of new initiatives on team performance and success and recommend possible risk management strategies Implement appropriate risk management strategies to support innovation and enterprise Evaluate the effectiveness of implemented strategies in achieving planned outcome

WSQ LEVEL 3 FOSTER TEAM ADAPTABILITY Analyse information gathered from the news media to determine relevant trends and issues that would affect work team Analyse the implications of global competitiveness on one s job and team Identify the competencies required in current job for self and team Identify gaps in competencies, determine training and development needs and select resources and suitable learning opportunities that match the learning styles of self and team Implement ways to provide a conducive work environment to facilitate the transfer of learning among team members and peers Promote opportunities for learning and coaching within a team Analyse the impact of diversity on a team and facilitate team members to work within a diverse team Identify and implement strategies to motivate and assist team members to adapt to change in job requirements at the workplace MAINTAIN PERSONAL IMAGE AND EMPLOYABILITY AT SUPERVISORY LEVEL Conduct self-assessment of personal competencies acquired through learning and experience Set personal career goals taking into account industry demand and personal competencies Review requirements to achieve personal career goals and develop plan to achieve career goals Source for jobs which are compatible with personal competencies and career goals Select jobs that best match personal competencies and career goals, establish job requirements and apply for jobs Apply advanced skills to prepare for and attend job interviews Maintain standards for personal image and hygiene when attending job interview Demonstrate social etiquette skills to build relations with interviewers MAINTAIN WORKPLACE SAFETY AND HEALTH POLICIES AND PROCEDURES Explain the responsibilities of a general worker Explain the responsibilities of a workplace safety and health committee Explain the responsibilities of supervisory personnel Interpret relevant workplace safety and health policies Interpret workplace safety and health procedures Interpret workplace safety and health programmes and related information Explain and provide the work group promptly with accessible information on the organisation s safety and health policies, procedures and programmes Explain to the work group information on the provision of personal protective equipment in the workplace Explain to the work group information on the provision of safety devices on the machinery and equipment Explain to the work group information on the types of emergencies in the workplace Explain and provide the work group promptly with accessible information about identified hazards and the outcomes of risk assessment Provide information about proper use of personal protective equipment in the workplace Provide information about proper use of safety devices on the machinery and equipment Provide information about dealing with emergencies in the workplace Implement procedures for WSH par ticipation and consultation ef fectively to ensure workers have the opportunity to contribute Resolve matters raised through consultation promptly or refer to the appropriate personnel for resolution according to workplace procedures Make known the outcomes of consultation over WSH issues to workers promptly and accurately Execute the organisational emergency response and evacuation exercises in accordance with the guidelines provided by the relevant regulatory requirements Supervise and maintain order in the event of emergency at the workplace in accordance with the guidelines provided by the relevant regulatory requirements Monitor procedures for WSH participation and consultation effectively to ensure that workers have the opportunity to contribute Monitor change in work practices or procedures at the workplace and communicate to person(s) who may be at risk in accordance with the guidelines provided by the Workplace Safety and Health Act Review and document workplace safety and health management programmes issues resolution in accordance with the guidelines provided by the Workplace Safety and Health Act Identify and report hazards in the workplace in accordance with organisational procedures Implement work procedures for risk assessment and control Implement work procedures for managing emergency situations Participate in the investigation of emergency situations to identify their cause in accordance with organisational procedures Implement control measures to prevent recurrence and minimise risks of emergency situations based on the hierarchy of control in accordance with the organisational procedures Identify WSH training needs for workgroup members Facilitate relevant training programmes to fulfil identified WSH training needs Maintain WSH management records in accordance with the organisational procedures Monitor compliance to work procedures for risk assessment and control by the work group Monitor compliance to emergency preparedness by the work group Assess the effectiveness in existing risk control measures according to the hierarchy of control Assess the adequacy of resource allocation for implementation of risk control measures Report the findings to designated personnel according with the organisational procedures Use collective information from WSH records to identify hazards and monitor risk control procedures Reassess the work practices or procedures change at workplace to determine the mitigated risk level in accordance with the guidelines provided by Workplace Safety and Health Act Review and document workplace risk control measures issues resolution in accordance with the guidelines provided by the Workplace Safety and Health Act

WSQ LEVEL 3 SOLVE PROBLEMS & MAKE DECISIONS AT SUPERVISORY LEVEL Identify symptoms that could lead to potential problems at the workplace Apply logical deduction to anticipate and detect problem at the workplace based on symptom and relevant information gathered Analyse relevant information surrounding the perceived problem and identify the exact problem using elimination process, objective reasoning or process questioning Analyse the root cause of the problem at the workplace using appropriate problem-solving tools and techniques Facilitate generation of solutions to solve problem by encouraging creativity among team members Select a solution among the shortlisted ones collectively with team members using appropriate evaluative technique and criteria Develop an implementation plan that addresses the root cause of the problem and consider the impact to self and team Evaluate the effectiveness of the implemented solution and implementation plan by analysing feedback gathered from relevant sources Formulate and execute modifications to restore and/or enhance effectiveness of implemented solution and implementation plan Review the effectiveness of modifications made and analyse learning points and best practices that can be used for future reference SUPERVISE QUALITY PROCEDURES Identify the tasks required to be carried out in accordance with established organisational procedures Report variation to plan in accordance with established organisational procedures Monitor to ensure quality of goods received from suppliers and in-house process is in accordance with organisational quality standards Make decisions on disposition of non-conformed product/parts in accordance with organisational procedures Analyse data recorded in accordance with organisational procedures Prepare quality report in accordance with organisational procedures SUPERVISE WORK IMPROVEMENT PROCESSES Identify work improvement activities at the workplace in accordance with organisational goals Determine the key performance indicators for the work teams to achieve based on the work improvement activities identified Develop action plan and obtain approval to execute the improvement activities in accordance with organisational procedures Apply appropriate means to communicate to the work teams the key performance indicators to be achieved

Kaplan Professional @ Devan Nair Institute for Employment and Employability 65 6309 5738 kaplan.com.sg/professional Registered with Committee for Private Education (CPE), part of SkillsFuture Singapore (SSG). UEN: 199701260K Validity: 20/05/2014-19/05/2018