Strategic Communication with Emotional Intelligence in the Age of Misinformation (CET1009)

Course TGS-2026063903
Duration: 1 day
Level: Basic

Synopsis

This course equips participants from the community with practical skills to respond effectively to misinformation encountered across social media, messaging platforms and interpersonal interactions. Participants will learn how to craft clear and composed written responses that present accurate information without heightening conflict, practice verbal communication strategies for responding calmly and empathetically in frontline-related settings, community outreach, stakeholder and public engagements, or other workplace interactions. Throughout, the focus is on combining effective messaging with emotional intelligence to reinforce credibility, reduce friction, and support safe and person-centric outcomes when engaging with diverse stakeholders across the community, workplace and care-related contexts including members of the public, clients and caregivers.

 

Who Should Attend

Social workers, Community Outreach Officers, Healthcare Administrators, Public Relations/Media Relations/Marketing Executive, Customer Service/Frontline Service Officers, Union Leaders

 

 

Topics

 

Crafting Clear and Constructive Written Responses to Misinformation

• Write precise, calm, and respectful messages that address misinformation in digital spaces. Practise structuring fact-based replies with appropriate word choice, tone, and clarity, so that responses inform rather than incite greater emotions.
• Learn to adapt writing for different contexts, from casual comments on social media and messaging apps to more formal emails or community announcements, while maintaining a credible and constructive voice.

Responding to Misinformation in Face-to-Face Interactions

• Develop practical conversational skills for handling misinformation or accusations during live interactions
• Practise techniques for verbal de-escalation, active listening, and responding with calm and clarity in emotionally charged moments. Emphasis is placed on staying steady and respectful, so that conversations remain productive even when views differ strongly.

Aligning Strategic Communication with Social Awareness

• Explore how to communicate in ways that are both accurate and socially aware, especially in diverse settings where people may interpret messages differently.
• Learn how cultural sensitivity, empathy and an awareness of social dynamics can strengthen credibility and reduce defensiveness in conversations. The focus is on delivering messages that are respectful and effective, without sounding dismissive, confrontational, or biased.

 

Objectives

This course provides participants with key communication tools and interpersonal techniques to communicate clearly and address misinformation in a balanced, credible and respectful manner - either in online settings, written exchanges or face-to-face conversations. Emphasis is placed on communicating without escalating tensions, sounding defensive, or coming across as dismissive, especially when emotions run high.

With a focus on managing sensitive or potentially harmful misinformation that may affect communities, organisations or individuals, participants learn how to shape responses that are clear, composed, and attuned to social dynamics. The aim is to support constructive dialogue, strengthen credibility, and help maintain trust in information shared within the public space. 

 

 

Learning Outcomes

A. Knowledge and Understanding (Theory Component)

By the end of this course, participants should be able to:

• Explain key principles of strategic communication and emotional intelligence that support calm and credible engagement when misinformation or misconceptions arise in the community, work or care-related settings.
  
• Analyse misinformation scenarios using a structured sense-making approach to assess credibility, evaluate available evidence, and understand the context before determining appropriate response considerations in care-related interactions such as the community or public-facing settings.

B. Key Skills (Practical Component)

By the end of this course, participants should be able to:

• Apply structured communication approaches to craft respectful, fact-based written responses and handle face-to-face interactions in ways that are clear and composed, suited to the community across online, messaging and live context.
  
• Demonstrate face-to-face response strategies that combine factual clarity with empathy and social awareness to enable constructive conversations in emotionally sensitive situations, supporting trust-building and conflict management across the community, work or care-related settings.

Schedule

Time	Agenda
Day 1
09:00 - 09:30	Course Overview
09:30 - 10:30	A Structured Approach to Assessing Misinformation
10:30 - 10:45	Break
10:45 - 12:00	Responding in Written Communication
12:00 - 13:00	Lunch
12:00 - 13:00	Lunch
13:00 - 15:30	Emotion Quotient (EQ) in Communication Responding in Face-to-Face Communications
15:30 - 15:45	Break
15:45 – 16:30	Reflections & Action Planning
16:30 - 17:00	Assessment

^*SUSS reserves the right to change the course dates, topics and trainers.

 

 

Assessments

• Individual Written Assessment
  
  

 

Requirements

• Attendees must have either GCE N Level certification or current working professional
• Attendees have to bring along their own laptop
  

 

Application Procedures

Please submit the following documents to [email protected]:

1. Coloured copy (back and front) of NRIC for Singaporeans and PRs, or "Employment"/"S" Pass for foreign applicant
   
2. Application form
   
   

 

Course Fee

¹ Mid-Career Enhanced Subsidy: Singaporeans aged 40 and above may enjoy subsidies up to 90% of the course fees.
² Enhanced Training Support for SMEs: SME-sponsored employees (Singaporean Citizens and PRs) aged 21 and above may enjoy subsidies up to 90% of the course fees.

• Participants are required to achieve at least 75% attendance and pass any prescribed examinations/assessments or submit any course/project work (if any) under the course requirement.
• Participants are required to complete all surveys and feedbacks related to the course.
• The course fees are reviewed annually and may be revised. The University reserves the right to adjust the course fees without prior notice.
• Singapore University of Social Sciences reserves the right to amend and/or revise the above schedule without prior notice.
  
  

For the various payment modes, please refer here.

Course Withdrawal and Refund

Request for withdrawal from a course must be submitted to SUSS Academy formally in writing.

• Course Withdrawal before Application Close Date: No charges.
• Course Withdrawal after course confirmation: 50% of the full course fee with an administration fee imposed.
• Course Withdrawal after the course commences: Full course fee applies.

 

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For clarification, please contact the SUSS Academy via the following:

Telephone: +65 6248 0263
Email: [email protected]