Working Through Differences
An interactive, one-day workshop with Ricky Lien |
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| Date: |
23 June 2010 |
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| Duration: |
1 day, 9:00am – 5:00pm |
| Fee: |
S$395 |
| Venue: |
TBA |
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- Fees are subjected to prevailing GST of 7%
- Includes course materials, light refreshments and lunch
For more information, please contact Lynn at 6861 1000 or email to learning@jobsdb.com.sg |
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Payment must be made before the commencement of the workshop.
No cancellation is allowed 7 days prior to workshop. |
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Difficult, challenging people exist in all areas of our lives. Demanding bosses, irritable colleagues, angry customers, emotional subordinates know-it-alls, bullies, complainers. I'm sure you recognise some of these people - they are the people you work with, sell to, buy from, depend on, and live with! They cause tension and problems for everyone who comes into contact with them. They make you feel frustrated and drained.
In this experiential workshop, Ricky
will help you understand these challenging, hard-to-handle
people, so that you can get colleagues to co-operate,
bullies to back off, and complainers to quiet down.
You will learn positive skills and strategies to
handle difficult people and situations effectively,
so that you improve relationships and achieve the
best possible results. In doing so, you will be
able to reduce stress, work with more confidence
and ultimately enjoy your work and life much more.
Don’t miss this opportunity
to learn how you can successfully work with difficult
people so that both parties benefit from a positive
outcome. You will see how you can ultimately improve
relationships and make the situation happier and
more productive for everyone.
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- Analyse your own and other’s behavioural
styles
- Recognise the triggers that spark off
difficult situations.
- Identify the key elements of calming
behaviour, and learn when and how to apply them.
- Resolve conflict and manage anger by
using effective listening skills.
- Use essential strategies to deal with
and respond to criticism.
- Learn magic words and phrases that will
pacify difficult people.
- Say ‘no’ by saying ‘yes’
in the right contexts to achieve win-win.
- Deal confidently with complaints on the
telephone and in person.
- Know how to handle authority when people
fly off the handle.
- Manage sarcasm and put-downs using assertive
behaviour.
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Ricky creates a friendly environment
that promotes interactive discussion. You will be encouraged
to share experiences, participate in group discussions and
role-play some of the techniques learned. You will take
away a comprehensive workbook packed with tips, tools and
guidelines that you will turn to time and time again to
recall key points and address specific problems.
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Understanding difficult people and why some are difficult
- Analysing your own and others’
behavioural styles using a DISC profile
- The 4 major styles and why some people
can be difficult
- When and under what circumstances are
people difficult?
- How to work with and positively influence
the behaviour of difficult people
Triggers that provoke difficult behaviour
- Analysing the most common triggers that
cause aggressive and negative attitudes
- Proven techniques you can use to counteract
these triggers
- How to calm situations down using active
listening
Aggressive, passive and assertive behaviour
- How people’s perception of environment
affects their behaviour
- From aggressive to passive: How to balance
extremes of behaviour
- How to act more assertively to gain control
of situations
- How to recognise and deal with manipulative
behaviour
- Choosing the right behaviour to influence
positive outcomes
Handling conflict
- Reasons why disagreements and conflicts
develop
- Working with different types of behaviour
that cause conflict
- Using effective listening skills to defuse
conflict and heated situations
- How to manage sarcasm and put-downs
- Helping others get what they want to
avoid generating negative energy
Communicating effectively
- It’s not what you say, it’s
how you say it
- What is the intent behind our intent
when communicating?
- Getting from ‘no’ to ‘yes’
for a win-win
- How words can kill any relationship,
and what words to avoid
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Ricky Lien
Ricky hails from Sydney,
and he specialises in coaching the skills of leadership,
conflict resolution, influencing, sales, motivation
and emotional intelligence. He has worked with many
national and multi-national corporations in Australia
and SE Asia. Ricky is a passionate and energetic trainer
who makes his workshops practical, encouraging, engaging.
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“After the EQ workshop,
I'm more confident in handling customers' complaints.”
Mr Steven Ang
Station Manager, Singapore Petroleum Company Ltd
“Ricky's approach to the training was creative, professional and dynamic. His high impact delivery plus its content and structure, added value to the already high skills standard of our trainers. We are delighted to have Ricky as our trainer cum facilitator.”
Mr David Kwok
Senior Manager, Learning & Development, Singtel Customer Service Group Ltd
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