ASSAP 2009 - Workshop B: Dealing with Difficult People and Situations

• Adapt your approach to different people through understanding human profiling.
• Understand why conflicts happen and how to avoid them.
• Learn how to respond tactfully when faced with tension or disagreement.
• Use appropriate language that will calm difficult situations and people.
• Know the difference between dangerous words and dependable words.
• Use effective influencing skills to positively affect the outcome of every situation.
• Develop your people skills to create concord instead of conflict.
• Improve your communication skills and increase co-operation and collaboration.
• Practise assertive behaviour that will help control and defuse difficult situations.
• Build relationships that will improve workplace harmony, morale and motivation.

Understanding difficult behaviours

• Why some people are troublesome and others trouble-free
• Triggers that provoke negative attitudes and difficult behaviour
• Analyse different personality types with a special human profile
• Learn how to handle each unique personality type effectively

Building confidence in communication

• Words to use and language to avoid in all your business dealings
• Applying effective listening skills to defuse difficult situations
• Gaining control of situations by acting more assertively
• Successfully communicating ideas and viewpoints to achieve a positive 'buy-in'

Influencing techniques

• Step-by-step methodology for applying influencing skills
• How to present ideas convincingly and persuasively
• Choosing the right behaviour to influence positive outcomes
• Finding the 'sweet spot' when influencing

Changing mindsets

• How to make simple but effective attitude changes that reap beneficial outcomes
• Using co-operation and collaboration to increase motivation and teamwork
• How to change people's way of thinking by winning their confidence
• Benefits of building great relationships and winning bonds

Christian Chua

Christian Chua is a certified professional trainer and author of 5 books including How to be a Success Magnet. He has inspired audiences for almost a decade, and has over 100 speaking engagements every year. Christian enjoys motivating audiences, bringing success to the lives of individuals, and enhancing the workplace environment of organisations. The current President of Asia Professional Speakers (Singapore), Christian is well-known for his lively and humorous presentation style, quick wit and great sense of humour.

“You have given a great motivational workshop. The points you gave are thoughtful and I believe it will be great in helping people to improve their lives.”

Steven Yeo
Prudential Assurance Co

ASSAP� 2009 is specially designed for all the men and women who work so hard in today's changing offices. It's created for all the 'support staff' whose contributions to their teams and their organisations are of supreme importance. ASSAP� 2009 is particularly suitable for:

• Administrative Managers, Office Managers, Co-ordinators, Supervisors
• Secretaries, PAs and Executive Assistants
• Customer Service Executives
• Sales, Marketing, Accounts staff
• Clerical and Support Executives
• All other admin and support staff wishing to develop their skills