SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES

SKILLS STANDARDS FOR

BUTLER

Occupation: Butler

Occupation Description:

The Butler ensures a pleasant and impeccable service experience by personally

attending to guests/customers’ needs and requests. Primary responsibilities include
coordinating amenity deliveries, replenishment of room amenities, attending to errands
assigned by guests/customers, food and beverage related duties and household
management in luxurious suites. He/She should be patient and composed, able to work
under stressful situations and tight time constraints at all times.

The Butler should have a fundamental knowledge of formal etiquettes and international
protocols for addressing Royalty, Head of States, prominent corporate delegates and
VIPs. He/She works closely with other butlers and departments to meet
guests/customers’ requests. He/she is also required to handle in-room services such as
in-room dining, laundry, garment pressing and shoe shine services. Due to the high level
of guest interface, the Butler should have excellent communication skills, active listening
skills to anticipate and manage guests/customers’ requests. He/She is required to be
resourceful in resolving any challenges faced and be knowledgeable of major local
features and local events/activities to deliver exceptional guest/customer experiences.

Important Points to Note about this Document

This document is intended purely to provide general information to enable individuals, employers and training providers to be informed about the
skills for career, training and education purposes. WDA provides no warranty whatsoever about the contents of this document, and does not
warrant that the courses of action mentioned in this document will secure employment, promotion, or monetary benefits.

Copyright 2016 © Singapore Workforce Development Agency. All rights reserved. Version 1.0.

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 SKILLS FRAMEWORK FOR HOTEL AND ACCOMMODATION SERVICES
SKILLS STANDARDS FOR
BUTLER

The skills expected of the Butler are summarised as below:

Skill Category Skill

Analytical,
Conceptual and 1. Demonstrate Initiative and Enterprising Behaviours
Evaluative

2. Identify and Establish Internal and External Stakeholder

Communications
Relationships

3. Establish Relationships for Customer Confidence

Customer
4. Monitor Guest/Customer Experience
Experience
5. Resolve Guests/Customers' Concerns and Feedback

6. Prepare and Serve Wine

Food and 7. Provide Essentials of Dining Room Service
Beverage 8. Provide Room Service
(Title is subject to 9. Provide Specialty Coffee Service
change)
10. Provide Specialty Tea Service

* Title is subject to change and Skills Standard to be issued later

Front Office
11. Provide Butler Service
Operations and
Services

Infocomm
12. Perform Online Collaboration
Technology

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BUTLER

Information and
13. Acquire Industry Knowledge
Results

Leadership 14. Role Model the Service Vision

People and
15. Facilitate Effective Communication and Engagement at the
Relationship
Workplace
Management

Personal
16. Apply Emotional Competence to Manage Self and Team at
Management and
the Workplace
Development

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Analytical, Conceptual and

Skill Category
Evaluative

Skill Code ES-ACE-101G-1

Skill Sub-Category
N/A
(where applicable)

Skill Demonstrate Initiative and Enterprising Behaviours

This skill describes the ability to demonstrate innovation and initiative to initiate
and sustain continuous improvement at the workplace. It also includes
Skill Description
identifying, evaluating and managing risks associated with innovating and
taking initiative.
Knowledge and The ability to understand:
Analysis
It refers to gathering,  Initiative attributes that one should possess and display and their
cognitive processing, characteristics
integration and  Thinking skills and process for generating innovative outcomes and
inspection of facts identifying
and information  related risks and their features
required to perform  Potential obstacles to creativity and innovation and how they can be
the work tasks and managed
activities.  Ethics relating to innovation
 Types of risks associated with new initiatives and periodic initiatives
 Ways to identify possible risks for innovation
 Ways to assign and determine probability of risks identified
 Corrective actions to deal with risks
 Factors to consider for selection of the most appropriate mode of
communication
 Skills required for an effective self-directed individual and team

Application and The ability to:

Adaptation
It refers to the ability  Develop an action plan to implement the selected risk strategy in
to perform the work consultation with stakeholders using the most suitable mode of
tasks and activities communication
required of the  Monitor the risks identified at individual level to implement action plan and
occupation, and the update risk response plan using appropriate measurements
ability to react to and
manage the changes
at work.

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Innovation and The ability to:

Value Creation
 Show initiative in identifying opportunities and goals for continuous
It refers to the ability
improvement in workplace performance
to generate
 Review new initiatives for possible risks and recommend corrective actions
purposive ideas to
and an appropriate strategy to deal with identified risks
improve work
performance and/or
enhance business
values that are
aligned to
organisational goals.

Social Intelligence The ability to:

and Ethics
It refers to the ability  Identify stakeholders' interests and concerns and discuss with stakeholders
to use affective to garner concurrence on potential areas and/or practices for innovation at
factors in leadership, the workplace
relationship and  Demonstrate innovative and enterprising behaviours to improve business
diversity performance in accordance with regulatory requirements and ethics
management guided
by professional codes
of ethics.
The ability to:
Learning to Learn

It refers to the ability  Translate ideas into action with self-direction and sustain efforts for goal
to develop and attainment in accordance with context requirements, best practices and
improve one’s self future needs
within and outside of
one’s area of work.
Range of N/A
Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be
demonstrated.

Version Control

Version Date Changes Made Edited by

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Skill Category Communications

Skill Code BM-COM-301E-1

Skill Sub-Category
N/A
(where applicable)

Skill Identify and Establish Internal and External Stakeholder Relationships

This skill describes the ability to establish and maintain internal and external
stakeholder relationships to support organisational objectives. It also includes
Skill Description
identifying stakeholder groups and assessing relationships between
organisation and different stakeholder groups.
Knowledge and The ability to understand:
Analysis
It refers to gathering,  Definition of stakeholders
cognitive processing,  Criteria for grouping stakeholders
integration and  Factors to consider when assessing stakeholder relationships
inspection of facts  Communication techniques
and information  Importance of trust in establishing stakeholder relationships
required to perform  Methods of building trust and addressing gaps within relationships based on
the work tasks and strengths and weaknesses
activities.

Application and The ability to:

Adaptation
It refers to the ability  Identify types of stakeholder groups to determine relevant parties to engage
to perform the work with
tasks and activities  Assess the relationships between organisation and different stakeholder
required of the groups to support and enhance communication efforts
occupation, and the  Assess stakeholders’ relationships with each other to determine alignment
ability to react to and of goals
manage the changes
at work.

Innovation and The ability to:

Value Creation

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It refers to the ability  Create networking opportunities to enhance relationships with various
to generate stakeholder groups to support organisational objectives
purposive ideas to
improve work
performance and/or
enhance business
values that are
aligned to
organisational goals.
Social Intelligence The ability to:
and Ethics
It refers to the ability  Demonstrate social awareness to adapt to the emotional context of the
to use affective social exchange to maintain stakeholder relationships
factors in leadership,
relationship and
diversity
management guided
by professional codes
of ethics.
The ability to:
Learning to Learn

It refers to the ability  Engage in regular self-reflection to identify ways to improve stakeholder
to develop and relationships to support organisational objectives
improve one’s self
within and outside of
one’s area of work.
Range of N/A
Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be
demonstrated.

Version Control

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Skill Category Customer Experience

Skill Code SVCF-CS-301C-1

Skill Sub-Category
N/A
(where applicable)

Skill Establish Relationships for Customer Confidence

This skill describes the ability to build customer confidence in the organisation
Skill Description and develop customer relationships that build customer loyalty. It also includes
handling service opportunities and escalated service challenges.
Knowledge and The ability to understand:
Analysis
It refers to gathering,  Methods to develop knowledge of organisation’s product or service
cognitive processing, offerings
integration and  Methods to establish customer rapport
inspection of facts  Types of follow up from customer interactions
and information  Types of service opportunities
required to perform  Types of escalated service challenges
the work tasks and  Methods to respond to service opportunities
activities.  Methods to respond to escalated service challenges
The ability to:
Application and
Adaptation
 Develop knowledge of organisation’s product or service offerings and
It refers to the ability customer profile
to perform the work  Respond to service opportunities to build customers’ confidence in the
tasks and activities organisation
required of the  Follow up on customer interactions in accordance with the organisation’s
occupation, and the guidelines
ability to react to and
manage the changes
at work.
Innovation and The ability to:
Value Creation
It refers to the ability  Build customer rapport with customers to increase customer loyalty and
to generate confidence in the organisation
purposive ideas to  Propose mutually acceptable solutions to escalated service challenges in
improve work accordance with the organisation’s service recovery procedures
performance and/or
enhance business
values that are
aligned to
organisational goals.

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N/A
Social Intelligence
and Ethics

It refers to the ability

to use affective
factors in leadership,
relationship and
diversity
management guided
by professional codes
of ethics.

The ability to:

Learning to Learn

It refers to the ability  Stay abreast of the organisation’s product or service offerings through
to develop and product launches or brochures to ensure the latest information is provided
improve one’s self to customers
within and outside of
one’s area of work.

Range of Customer rapport refers to the gaining of trust and confidence of customers in
Application the organisation’s product or service. Organisations may wish to build rapport
(where applicable) with customers to increase customer confidence in their product or service.

It refers to the critical Customer confidence refers to the trust which customers have in an
circumstances and organisation’s product or service.
contexts that the skill
may be Escalated service challenges are unresolved service challenges escalated by
demonstrated. service professionals.

Version Control

Version Date Changes Made Edited by

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Skill Category Customer Experience

Skill Code HAS-CEX-3001-1.1

Skill Sub-Category
N/A
(where applicable)

Skill Monitor Guest/Customer Experience

This skill describes the ability to prepare and conduct service performance
Skill Description audits on site. It also includes the ability to analyse service performance
outcomes and implement actions for service performance improvement.
Knowledge and The ability to understand:
Analysis
It refers to gathering,  Service performance standards and outcomes
cognitive processing,  Methods of implementing service performance improvement solutions
integration and  Guidelines for scheduling audit plans
inspection of facts  Job roles and tasks of service staff
and information  Methods for data collation
required to perform  Principles of effective communication and interpersonal techniques
the work tasks and
activities.
Application and The ability to:
Adaptation
It refers to the ability  Prepare service performance audits
to perform the work  Conduct service performance audits on site
tasks and activities  Analyse service performance outcomes
required of the  Implement actions for service performance improvement
occupation, and the
ability to react to and
manage the changes
at work.
Innovation and N/A
Value Creation
It refers to the ability
to generate
purposive ideas to
improve work
performance and/or
enhance business
values that are
aligned to
organisational goals.

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Social Intelligence The ability to:

and Ethics
 Seek co-operation from colleagues to participate in service performance
It refers to the ability
audits for monitoring guests/customers’ experiences
to use affective
factors in leadership,
relationship and
diversity
management guided
by professional codes
of ethics.
The ability to:
Learning to Learn

It refers to the ability  Evaluate own role and responsibilities for monitoring guests/customers’
to develop and experiences
improve one’s self
within and outside of
one’s area of work.

Range of Regulatory guidelines must include:

Application  Workplace Safety and Health Act
(where applicable)  Innkeepers’ Act
It refers to the critical  Hotels Licensing Regulations
circumstances and  Consumer Protection (Fair Trading Act)
contexts that the skill  Factory Act
may be
demonstrated.

Version Control

Version Date Changes Made Edited by

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Skill Category Customer Experience

Skill Code HAS-CEX-3002-1.1

Skill Sub-Category
N/A
(where applicable)

Skill Resolve Guests/Customers' Concerns and Feedback

This skill describes the ability to investigate and handle concerns and feedback
Skill Description received from guests/customers. It also includes performing closure to resolve
those concerns and feedback.
Knowledge and The ability to understand:
Analysis
It refers to gathering,  Guidelines for identifying, validating and addressing concerns and feedback
cognitive processing, from internal and external stakeholders
integration and  Principles of effective communication and interpersonal techniques
inspection of facts  Types of solutions to resolve guests/customers’ concerns and feedback
and information  Importance of incident reports
required to perform
the work tasks and
activities.

Application and The ability to:

Adaptation
 Investigate concerns and feedback received from guests/customers
It refers to the ability
 Handle guests/customers’ concerns and feedback
to perform the work
 Clarify and address guests/customers’ concerns and feedback
tasks and activities
 Perform closure to resolve guests/customers’ concerns and feedback
required of the
occupation, and the
ability to react to and
manage the changes
at work.

Innovation and The ability to:

Value Creation

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It refers to the ability  Create easy-to-use platforms for guests/customers to convey concerns and
to generate feedback
purposive ideas to
improve work
performance and/or
enhance business
values that are
aligned to
organisational goals.

Social Intelligence The ability to:

and Ethics
 Seek dialogue with guests/customers to clarify concerns and feedback
It refers to the ability
to use affective
factors in leadership,
relationship and
diversity
management guided
by professional codes
of ethics.

The ability to:

Learning to Learn
It refers to the ability  Self-reflect on effectiveness of offering alternative solution to resolve
to develop and guests/customers’ concern and feedback
improve one’s self
within and outside of
one’s area of work.

Range of Regulatory guidelines must include:

Application  Workplace Safety and Health Act
(where applicable)  Innkeepers’ Act
It refers to the critical  Hotels Licensing Regulations
circumstances and  Consumer Protection (Fair Trading Act)
contexts that the skill  Factory Act
may be
demonstrated.

Version Control

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Front Office Operations and

Skill Category
Services

Skill Code HAS-FOS-3001-1.1

Skill Sub-Category
N/A
(where applicable)

Skill Provide Butler Service

This skill describes the ability to provide luxury and personalised butler
services, such as care of fine garment and shoes, garment pressing, table
setting and meal services, basic housekeeping of rooms, managing
Skill Description
guests/customers' wardrobes, packing and unpacking of luggage and acquiring
etiquette and protocol in orchestrating VIP visits, meetings, ceremonies, and
special events.
Knowledge and The ability to understand:
Analysis
It refers to gathering,  Importance of following start-of-shift and end-of-shift activities
cognitive processing,  Luxury brands and products, haute culture, haute cuisine and lifestyle
integration and trends
inspection of facts  Significance of delivering politeness and decorum
and information  Protocol of serving meal
required to perform  Importance of clean and well-presented properties
the work tasks and  Basic housekeeping techniques to service properties
activities.  Organisational guidelines for using cleaning agents and cleaning tools and
equipment
 Guidelines on environmental, hygiene, security and safety
 International protocol of addressing guests/customers of different cultures,
genders and social status
 Proper multicultural and business etiquette for different situations
 Care for fine garments and shoes, managing wardrobe and organising
luggage
 Local attractions, shopping and transportation

Application and The ability to:

Adaptation

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It refers to the ability  Perform start-of-shift and end-of-shift activities in accordance with
to perform the work organisational procedures
tasks and activities  Attend to guests/customers’ errands with prestigious and personalised
required of the services
occupation, and the  Orientate the guests/customers with the rooms' amenities and services
ability to react to and  Set up room amenities and coordinate amenity deliveries
manage the changes  Service and refresh guests/customers' rooms upon request
at work.  Provide butler duties such as hand pressing of garments, care of fine
clothing and shoes, sorting and storing guests/customers’ wardrobes, pack
and unpack luggage and shoeshine with dedication
 Prepare and perform turn-down services
 Draw bath and spa services for guests/customers upon request
 Perform rooms' inspection to ensure guests/customers’ requests are taken
with great care
 Report deficiencies and follow up to ensure satisfactory completion
 Participate in formal table settings and related meal services
 Coordinate with internal and external stakeholders for resources to
complete guests/customers’ requests
Innovation and The ability to:
Value Creation
It refers to the ability  Use the most up-to-date social media platforms to review products and
to generate services to provide competitive and comprehensive comparison to
purposive ideas to guests/customers
improve work  Collaborate resources and seek new opportunities to respond to ever
performance and/or changing situations and demands of guests/customers
enhance business
values that are
aligned to
organisational goals.

Social Intelligence The ability to:

and Ethics
It refers to the ability  Respect and protect the privacy and confidentiality of the guests/customers
to use affective  Adapt to any given situation and offer diplomatic solution without giving way
factors in leadership, to emotion or anxiety
relationship and  Focus on guests/customers' characteristics and take ownership of the
diversity guests/customers' needs, to offer relevance and utility to delight
management guided guests/customers with thoughtful touches of luxury and personalised
by professional codes services
of ethics.
The ability to:
Learning to Learn

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It refers to the ability  Recognise own areas for development in providing butler service and
to develop and consciously seek opportunities that will provide practice for the
improve one’s self developmental need
within and outside of
one’s area of work.

Range of N/A
Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be
demonstrated.

Version Control

Version Date Changes Made Edited by

HAS-FOS-3001-1.1 1-Sep-16 Initial Version WDA and STB

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Skill Category Infocomm Technology

Skill Code ES-FSI-309G-1 Skill Sub-

Category N/A
(where applicable)

Skill Perform Online Collaboration

This skill describes the ability to demonstrate knowledge of the key concepts of
online collaboration and apply skills to set up collaborative tools and services. It
Skill Description
also includes performing online interaction and learning and using online
collaborative tools and mobile technology.
Knowledge and The ability to understand:
Analysis
It refers to gathering,  Concepts relating to online collaboration
cognitive processing,  Concepts relating to cloud computing
integration and  Common setup features for online collaboration
inspection of facts  Concepts relating to online storage solutions
and information  Concepts relating to common web-based productivity applications
required to perform  Types of common social media tools to support online collaboration
the work tasks and  Implications of uploading posts and photos on social media
activities.  Concepts relating to online learning environment
 Concepts relating to mobile collaboration
 Security considerations for use of mobile devices
 Concepts relating to mobile applications

Application and The ability to:

Adaptation
 Perform online collaboration, interaction and learning using appropriate
It refers to the ability
functions of online collaborative tools and services
to perform the work
 Perform mobile collaboration securely using mobile applications and
tasks and activities
appropriate functions of mobile devices
required of the
occupation, and the
ability to react to and
manage the changes
at work.

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Innovation and The ability to:

Value Creation
 Synchronise content between devices to allow easier access to information
It refers to the ability
and improve efficiency
to generate
purposive ideas to
improve work
performance and/or
enhance business
values that are
aligned to
organisational goals.

The ability to:

Social Intelligence
and Ethics
 Set up collaborative tools and services in accordance to specific online
It refers to the ability collaboration requirements
to use affective
factors in leadership,
relationship and
diversity
management guided
by professional codes
of ethics.

The ability to:

Learning to Learn

It refers to the ability  Participate in online learning by completing online courses and activities
to develop and such as quizzes
improve one’s self
within and outside of
one’s area of work.

Range of N/A
Application
(where applicable)
It refers to the critical
circumstances and
contexts that the skill
may be
demonstrated.

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Version Control

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Skill Category Information and Results

Skill Code SVCF-IR-301E-1

Skill Sub-Category
N/A
(where applicable)

Skill Acquire Industry Knowledge

This skill describes the ability to analyse the impact of internal and external
trends on the organisation. This also includes gathering relevant information
Skill Description
and monitoring trends relevant to the industry in which the organisation
operates in.
Knowledge and The ability to understand:
Analysis
It refers to gathering,  Types of information relevant to the industry in which the organisation
cognitive processing, operates in
integration and  Role of trade bodies and government agencies relevant to the industry
inspection of facts in which the organisation operates in
and information  Industry and sector in which the organisation operates in
required to perform  Internal and external trends in the industry and sector
the work tasks and  Methods to analyse impact of internal and external trends on the
activities. industry in which the organisation operates in
 Types of networks relevant to the organisation’s industry
Application and The ability to:
Adaptation
 Gather information relating to the industry in which the organisation
It refers to the ability
operates in
to perform the work
 Monitor internal and external trends relevant to the industry in which the
tasks and activities
organisation operates in
required of the
occupation, and the
ability to react to and
manage the changes
at work.

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Innovation and The ability to:

Value Creation
 Analyse internal and external trends and understand their impact on the
It refers to the ability
organisation
to generate
purposive ideas to
improve work
performance and/or
enhance business
values that are
aligned to
organisational goals.
Social Intelligence The ability to:
and Ethics
 Communicate relevant trends to colleagues to enable better understanding
It refers to the ability
of the industry in which the organisation operates in
to use affective
factors in leadership,
relationship and
diversity
management guided
by professional codes
of ethics.
The ability to:
Learning to Learn

It refers to the ability  Stay updated with industry trends by subscribing to industry journals or
to develop and participating in industry network events
improve one’s self
within and outside of
one’s area of work.
Range of Types of information relevant to the organisation’s industry must include:
Application
(where applicable)  New and emerging technologies
It refers to the critical  Service operations processes
circumstances and  Service-related trends
contexts that the skill  Legislation
may be  Safety
demonstrated.  Market intelligence
 Employment
 Professional development

Role of trade bodies and government agencies relevant to the industry in which
the organisation operates in must include:
 Improving organisation’s competitiveness and profitability

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 Representing the organisation’s interest at all levels of the legislative and

regulatory process
 Supplying information and providing advice to the organisation
 Promoting market opportunities
 Promoting innovation and technology transfer
 Offering commercial benefits
 Promoting collaboration between organisations
 Promoting networking opportunities

Version Control

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Skill Category Leadership

Skill Code SVCF-LS-301C-1

Skill Sub-Category
N/A
(where applicable)

Skill Role Model the Service Vision

This skill describes the ability to demonstrate the characteristics of a role model
and promoting a customer-centric culture within the team to achieve service
Skill Description
excellence. It also includes encouraging a team in service delivery and
monitoring the performance of the team and oneself.
Knowledge and The ability to understand:
Analysis
It refers to gathering,  Characteristics of a role model
cognitive processing,  Organisation’s vision, mission and values
integration and  Methods to demonstrate the organisation’s vision, mission and values
inspection of facts  Methods to encourage team to deliver service
and information  Methods to promote a customer centric culture
required to perform  Methods to monitor performance of self and team
the work tasks and
activities.
Application and The ability to:
Adaptation
It refers to the ability  Demonstrate the characteristics of a role model that reflect the
to perform the work organisation's vision, mission and values
tasks and activities  Promote a customer-centric culture within the service environment to
required of the achieve service excellence
occupation, and the
ability to react to and
manage the changes
at work.

Innovation and N/A

Value Creation
It refers to the ability
to generate
purposive ideas to
improve work
performance and/or
enhance business
values that are
aligned to
organisational goals.

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The ability to:

Social Intelligence
and Ethics
 Encourage team to deliver service in accordance with organisation
It refers to the ability guidelines
to use affective
factors in leadership,
relationship and
diversity
management guided
by professional codes
of ethics.

The ability to:

Learning to Learn

It refers to the ability  Monitor performance of self and team to ensure consistency with the
to develop and organisation’s guidelines through customer feedback
improve one’s self
within and outside of
one’s area of work.

Range of A role model sets an example for others by walking the talk and acting in ways
Application that are consistent with organisational vision, goals and objectives. This must
(where applicable) include:
It refers to the critical  Performing tasks at all levels of the team structure
circumstances and  Employing effective communication techniques
contexts that the skill  Displaying the qualities and characteristics of a service professional
may be
demonstrated. A customer-centric culture is one where there is strong desire for teams to
provide value-added, positive consumer experience that leads to sustained
competitive advantage in both the short-term and long-term for organisational
success.

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People and Relationship

Skill Category
Management

Skill Code ES-IP-301G-1

Skill Sub-Category
N/A
(where applicable)

Skill Facilitate Effective Communication and Engagement at the Workplace

This skill describes the ability to promote the use of effective communication
within a team. It also includes using conflict resolution and negotiation
Skill Description
strategies as well as building rapport with colleagues, stakeholders and
customers.
Knowledge and The ability to understand:
Analysis
It refers to gathering,  Barriers to effective communication
cognitive processing,  Methods to coach staff in using effective communication techniques
integration and  Organisational and professional standards relating to communication
inspection of facts  Ways that various types of diversity issues affect one’s communication and
and information negotiation with others in the workplace
required to perform  Ways to validate information and history of conflict
the work tasks and  Possible causes, sources and benefits of conflict
activities.  Sources of additional information, expert advice and mediation to assist in
conflict issues and assessment of a conflict situation
 Conflict resolution approaches and their characteristics
 Appropriate communication techniques for conflict resolution and
negotiation and their characteristics
 Negotiation styles and their characteristics
 Ways to confirm resolution of conflict and types of agreed follow-up action

Application and The ability to:

Adaptation
 Maintain channels of communication to update staff on latest and relevant
It refers to the ability work-related information according to organisational communication policies
to perform the work and procedures
tasks and activities  Promote effective communication among staff taking into account diversity
required of the issues
occupation, and the
 Assess conflict situation and develop appropriate conflict resolution
ability to react to and
strategies to negotiate issues towards a mutually acceptable outcome
manage the changes
at work.

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The ability to:

 Seek opportunities for growth and innovation and new ways of thinking as
well as additional management options
Innovation and
Value Creation

It refers to the ability

to generate
purposive ideas to
improve work
performance and/or
enhance business
values that are
aligned to
organisational goals.

Social Intelligence The ability to:

and Ethics
It refers to the ability  Communicate organisational communication policies and procedures to
to use affective staff and monitor their compliance
factors in leadership,  Use appropriate communication techniques and tools to suit different
relationship and communication styles of people in formal and informal settings
diversity
management guided
by professional codes
of ethics.
The ability to:
Learning to Learn

It refers to the ability  Resolve conflict using appropriate conflict resolution strategies, approaches
to develop and and techniques
improve one’s self
within and outside of
one’s area of work.

Range of N/A
Application
(where applicable)

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It refers to the critical

circumstances and
contexts that the skill
may be
demonstrated.

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Personal Management and

Skill Category
Development

Skill Code ES-PMD-303G-1

Skill Sub-Category
N/A
(where applicable)

Skill Apply Emotional Competence to Manage Self and Team at the Workplace
This skill describes the ability to apply self-awareness techniques and model
emotional intelligence principles to facilitate an understanding and management
Skill Description
of oneself and others in a team. It also includes cultivating a positive emotional
culture in the workplace.
Knowledge and The ability to understand:
Analysis
It refers to gathering,  Differences between cognitive intelligence and emotional intelligence
cognitive processing,  Aspects of emotional intelligence
integration and  Importance of emotional intelligence
inspection of facts  Benefits of applying emotional intelligence at work
and information  Different platforms to facilitate expression of thoughts and feelings by team
required to perform members
the work tasks and  Importance of developing emotional intelligence to build positive
activities. relationships
 Domains of emotional intelligence and their applications
 Methods for development of emotional intelligence and its features

Application and The ability to:

Adaptation
It refers to the ability  Assess emotional states of team members and respond appropriately to
to perform the work emotional cues, taking into consideration the different cultures and
tasks and activities background of team members
required of the
occupation, and the
ability to react to and
manage the changes
at work.

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Innovation and The ability to:

Value Creation
It refers to the ability  Promote a positive emotional climate at the workplace
to generate
purposive ideas to
improve work
performance and/or
enhance business
values that are
aligned to
organisational goals.
The ability to:
Social Intelligence
and Ethics
 Model behaviours that demonstrate application of emotional intelligence
It refers to the ability  Demonstrate flexibility and adaptability in dealing with team members and
to use affective making decisions, taking their emotions into account
factors in leadership,  Provide opportunities for team members to express their thoughts and
relationship and feelings and assist them in understanding the effects of their behaviour and
diversity emotions on others at the workplace
management guided  Encourage team members to develop their own emotional intelligence to
by professional codes build positive relationships among one another to achieve team goals
of ethics.

The ability to:

Learning to Learn

It refers to the ability  Recognise own emotional states, the causes of those emotional states and
to develop and its effects on own and team’s performance and interpersonal relationships
improve one’s self at the workplace
within and outside of  Conduct self-reflection and gather feedback from team members to identify
one’s area of work. personal strengths and weaknesses for development of own emotional
intelligence
Range of Definition of cognitive intelligence must include:
Application  Intellectual abilities such as logic, reason, reading, writing, analysing and
(where applicable) prioritising
It refers to the critical
circumstances and Definition of emotional intelligence must include:
contexts that the skill  Awareness of own emotions and ability to regulate them
may be  Awareness of the emotions of others and the ability to use the knowledge to
demonstrated. manage interactions with others

Aspects of emotional intelligence must include:

 Understanding oneself, personal goals, intentions, responses, behaviour
and all
 Understanding others and their feelings

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Domains of emotional intelligence must include:

 Knowing one’s emotions
 Managing one’s emotions
 Motivating oneself
 Recognising and understanding others’ emotion
 Managing relationship through use of emotional intelligence

Behaviours that demonstrate application of emotional intelligence must include:

 Paying attention to other’s body language, tone of voice and facial cues
 Taking interest in team members and their work
 Acknowledging and showing appreciation for team members’ contributions
 Demonstrating common feelings with team members (e.g. excitement,
disappointment, et cetera)
 Responding to team members taking into account their profile and cultural
differences and in ways that suit their individual styles (e.g. responding in a
clear and strict manner, responding with a soft approach, etc.)
 Applying empathy to others at the workplace
 Recognising impact of personal emotions on others
 Seeing setbacks as situational and circumstantial rather than a pervasive
personal flaw

Version Control

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Definitions of the Five (5) Domains

Domain Definition

Knowledge includes the gathering of facts and information through traditional and
digital forms. Analysis involves the cognitive processing, integration and inspection of
Knowledge single or multiple sources of facts and information required to perform work tasks and
and activities and takes into consideration, the work contexts in which the tasks and
Analysis activities are carried out. The result of knowledge and analysis produce judgements
on work tasks/activities/issues/areas, and the conceptualisation of solutions to solve
problems at work.

Application involves the ability to perform work tasks and activities defined by the
requirements of the occupation. Adaptation involves the ability to react to and
Application manage the changes in the work contexts. The result of application and adaptation
and
leads to the production of psycho-motor actions and behavioural reactions to the work
Adaptation
tasks/activities/issues/areas, and the execution of the planned solutions to solve
problems at work.

Innovation includes the ability to generate purposive ideas to improve work

Innovation performance and/or enhance business values that are aligned to the organisational
and Value
goals. As a result of innovation, the organisation is able to reap the values from
Creation
individual or team contributors to achieve organisational growth.

Social Social intelligence includes the ability to appreciate and use affective factors in
Intelligence leadership, relationship and diversity management guided by professional codes of
and Ethics ethics as effective individuals or team contributors.

Learning-to-learn includes the ability to improve on self-development within and

Learning to outside of one’s area of work. It involves the continual inspection of one’s knowledge,
Learn analytical, application, adaptive, innovative and social skills that are needed to
perform the work optimally and/or solve problems effectively.

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