Date/Time
Date(s) - 04/07/2016
9:00 am - 5:30 pm
Venue
Singapore Recreation Club
About the workshop
This workshop is designed to help participants apply appropriate strategies and employ communication skills to manage difficult people in their work and social life. Participants will learn to identify types of difficult people, analyse their intentions and adopt the right actions in order to bring out the best in people at their worst. They will also learn how to build relationships and use positive words and actions to enhance their interactions with difficult people.
Objectives & Benefits
- To learn how to identify types of difficult people and understand their intentions
- To learn how to apply the right communication strategies to manage difficult people
Who Should Attend
Administrative staff, Corporate Communication staff, Customer Service staff, Employee Communication staff, Finance staff, Financial/Investor Relations staff, Frontline Service staff, Human Resources staff, Marketing Communications staff, Media Relations staff, Public Relations staff, Public Affairs staff, Research & Marketing staff
METHODOLOGY
- Presentation
- Group discussions and presentations
- Questionnaires/self-evaluation
- Video presentation and discussion of learning points
- Personal sharing of situations faced and solutions employed
- Group presentation of solutions based on scenarios provided
Highlights
- Strategies for handling types of difficult people
- Identifying good intentions in bad behaviour
- Effective communication skills for success with difficult people
- Identifying our own difficult behaviour and learning how to overcome it
Workshop Outline
- Understanding types of difficult people
- Strategies for handling difficult people
- Passive, aggressive and assertive reactions
- Good intentions that influence bad behaviour
- Task focus and people focus approaches to work
- Blending and redirecting skills in handling difficult behaviour
- Verbal, vocal and visual elements of effective communication
- Video presentation on enhancing relationships ‘Whale Done’
- Specific solutions for specific behaviours
- Self-analysis – Putting a mirror to ourselves and identifying our weaknesses
- Summary and question and answer session