Course Detail(MP034A : Communication techniques to handle difficult people)

SDF Funding, SkillsFuture Credit

MP034A : Communication techniques to handle difficult people

7.00 CPE Hours (Others)
Classroom

Programme Objective
Generally most people try to avoid conflicts with irate or irrational people because they lack basic people skills. Rather than react to conflict on a purely emotional level, learn to manage disputes and disagreements positively and proactively. We are after all in the business of building relationships!  
 
This workshop will teach you to recognize the causes of difficult and upset people. Become aware of your emotional triggers to prevent explosive situations. Learn new strategies of people management that will improve your communication performance, and ultimately increase the success of your business initiatives. The main take away is learning to customise the various communication styles to different customers and learning to calm down quickly. 
 
On completing this program, participants will be able to:

  • Customise one’s communication styles in dealing with different profile customers.
  • Refresh on communication techniques such as verbal and vocal communication elements.
  • Dealing with difficult people by identifying stress patterns.
  • Master the art of objection handling and work towards a resolution.

Programme Outline

Understanding Customer Types

  • Ice-Berg Model.
  • What causes people to be difficult?
  • Estimate people reading by paying attention to ways on how people communicate.
  • Participants will identify customer profile types (results-oriented, idea-oriented, people-oriented and process-oriented) and their reactions and approaches to situations under stress.

 
Conflict and Stress Management

  • Identifying which five conflict management approaches are most suitable depending on the people relationship and the outcome.
  • Identifying your stressors. Stress reduction techniques using your physical, mental, emotional and spiritual levels.

 
Using the Appropriate Tone in Communication

  • Approaches to communication
  • Using the right words and phrases.
  • Diagnosing various ways to approach people through content framework structures such as voice, direct, indirect and persuasive approaches.

 
Training Methodology

  • Lecturing
  • Group Discussion/Brainstorming
  • Case Studies
  • Self-Analysis/Critique Session
  • Learning from a Partner
  • Interactive Exercises

 
Closing Date for Registration
1 week before programme or until full enrolment

Intended For

Managers, Executives, Supervisors and executives who need to deal with internal and external customers.

Competency Mapping

Others = 7.00 Hours

Schedule & Fees

Date & Time

15 Apr 2020 (9:00 AM - 5:00 PM)

Fee (inclusive of GST)

For Members: $ 321.00
For Non-Members: $ 377.71

Programme Facilitator(s)

Caroline Josephine Dawson

Venue

60 Cecil Street
ISCA House
Singapore 049709

Date & Time

14 Sep 2020 (9:00 AM - 5:00 PM)

Fee (inclusive of GST)

For Members: $ 321.00
For Non-Members: $ 377.71

Programme Facilitator(s)

Caroline Josephine Dawson

Venue

60 Cecil Street
ISCA House
Singapore 049709

Date & Time

22 Oct 2019 (9:00 AM - 5:00 PM)

Registration is closed

Programme Facilitator(s)

Caroline Josephine Dawson

Date & Time

07 Jun 2018 (9:00 AM - 5:00 PM)

Registration is closed

Programme Facilitator(s)

Caroline Josephine Dawson

Date & Time

29 Jan 2018 (9:00 AM - 5:00 PM)

Registration is closed

Programme Facilitator(s)

Caroline Josephine Dawson

Testimonial

Funding

1] SkillsFuture Credit (SFC)
Funding Period: Until 9 January 2020
Course Ref No.: CRS-N-0049088

All Singaporeans aged 25 and above will receive an opening credit of S$500 from the government. The credits will not expire and periodic top-ups will be provided by the government. SFC may be accumulated to pay for skills related course fees. You may wish to use your SFC to pay for partial/full ISCA course fees.  (For more information on the SFC scheme, please visit http://www.skillsfuture.sg/credit)

If you wish to enrol for the course with SFC Funding, please proceed with the following steps:

  • Step 1: Register for the course online via ISCA Portal. Upon adding to cart, the system will prompt a question “Do you wish to apply for SkillsFuture Credit?”, click “Yes” and input all required information. At the Cart page, please ensure that SFC funding is applied before clicking “Checkout”.
  • Step 2: After successful enrolment, please proceed to submit SFC claim on Skillsfuture Portal within 60 days before the course start date and obtain the necessary approval. Please submit SFC claim via SFC portal here: http://www.skillsfuture.sg/credit.

 

Failure to submit claim application and obtain necessary approval before the course start date will result in topping up of the SFC indicated for use. Please note that there will be an administrative fee of $42.80 for any revision of invoice.


2] WDA Training Grant - SDF Funding
This course is approved for SDF funding ($2 per training hour) for Company-sponsored participants only (Eligibility criteria apply). 
 
Funding Period: Until 9 January 2020
Funded Hours: 7 hours
Course Ref No.: CRS-N-0049088

If you wish to enrol participants with SDF Funding, please proceed with the following steps (For Corporate enrolments only) :

  • Step 1: Register for the course online via ISCA Portal. Upon adding to cart, the system will prompt a question “Do you wish to apply for WDA Funding?”, click Yes and input all required information. At the Cart page, please ensure that SDF funding is applied before clicking “Checkout”.
     
  • Step 2: After successful enrolment, please proceed to submit the Training Grant application via SkillsConnect Portal here: https://www.skillsconnect.gov.sg/

 

Employers of company-sponsored participants must submit training grant via SkillsConnect system to obtain training grant for course fees. You may submit the Training Grant application within the period from 30 days before the course start date to 30 days after course start date. Please note that there will be an administrative fee of $42.80 for any revision of invoice.

 

Eligibility Criteria:

  • Company must be registered or incorporated in Singapore and;
  • Applicant is taking the course for the first time.
  • Applicant must be employed, and is either Singapore Citizen or Permanent Resident of Singapore and;
  • Applicant must achieve at least 75% attendance, and pass all examinations /assessments and;
  • Applicant must be fully sponsored by the Company for all costs associated with the training and;
  • Payment has to be made via corporate means (e.g. corporate cheque, corporate GIRO, corporate credit card).

Programme Facilitator(s)


Caroline Josephine Dawson

A former journalist, Caroline’s professional work experience as a Corporate Trainer, Keynote Speaker, Facilitator for as long as 18 years has required her to market the value of her programs and persuade clients to value and understand the urgency of good communication and management skills in the work force. As an ACTA certified WSQ trainer, she has also worked with the Workforce Development Agency of Singapore to develop training content for the Employability Skills System where she successfully attained industry approved competencies in conducting, planning and designing competency based assessments for communication workshops.
 
Her experience in working with public and private sector training has become one of her training strengths. Participants of her training workshops attest to her motivational, instructional and highly experiential training methodology that have helped them in their workplace business writing. Caroline has trained operational, supervisory and managerial staff from various organisations.
 
She holds a Master of Arts in Mass Communication from NTU (Singapore) and has attained the Diploma in Teaching English to Speakers of Other Languages (TESOL) certification through the London Teacher Training College and also teaches English as a foreign language. Caroline is also an MBTI®, DISC Accredited Administrator, Enneagram and Lumina Emotion/Spark practitioner and she has administered the tools to top level managers and supervisors on managing their leadership styles and team members. She is currently pursuing her doctorate studies in Business Administration through a Paris-based business school.

Programme Objective
Generally most people try to avoid conflicts with irate or irrational people because they lack basic people skills. Rather than react to conflict on a purely emotional level, learn to manage disputes and disagreements positively and proactively. We are after all in the business of building relationships!  
 
This workshop will teach you to recognize the causes of difficult and upset people. Become aware of your emotional triggers to prevent explosive situations. Learn new strategies of people management that will improve your communication performance, and ultimately increase the success of your business initiatives. The main take away is learning to customise the various communication styles to different customers and learning to calm down quickly. 
 
On completing this program, participants will be able to:

  • Customise one’s communication styles in dealing with different profile customers.
  • Refresh on communication techniques such as verbal and vocal communication elements.
  • Dealing with difficult people by identifying stress patterns.
  • Master the art of objection handling and work towards a resolution.

Programme Outline

Understanding Customer Types

  • Ice-Berg Model.
  • What causes people to be difficult?
  • Estimate people reading by paying attention to ways on how people communicate.
  • Participants will identify customer profile types (results-oriented, idea-oriented, people-oriented and process-oriented) and their reactions and approaches to situations under stress.

 
Conflict and Stress Management

  • Identifying which five conflict management approaches are most suitable depending on the people relationship and the outcome.
  • Identifying your stressors. Stress reduction techniques using your physical, mental, emotional and spiritual levels.

 
Using the Appropriate Tone in Communication

  • Approaches to communication
  • Using the right words and phrases.
  • Diagnosing various ways to approach people through content framework structures such as voice, direct, indirect and persuasive approaches.

 
Training Methodology

  • Lecturing
  • Group Discussion/Brainstorming
  • Case Studies
  • Self-Analysis/Critique Session
  • Learning from a Partner
  • Interactive Exercises

 
Closing Date for Registration
1 week before programme or until full enrolment

Intended For

Managers, Executives, Supervisors and executives who need to deal with internal and external customers.

Competency Mapping

Others = 7.00 Hours

Programme Facilitator(s)

Caroline Josephine Dawson

A former journalist, Caroline’s professional work experience as a Corporate Trainer, Keynote Speaker, Facilitator for as long as 18 years has required her to market the value of her programs and persuade clients to value and understand the urgency of good communication and management skills in the work force. As an ACTA certified WSQ trainer, she has also worked with the Workforce Development Agency of Singapore to develop training content for the Employability Skills System where she successfully attained industry approved competencies in conducting, planning and designing competency based assessments for communication workshops.
 
Her experience in working with public and private sector training has become one of her training strengths. Participants of her training workshops attest to her motivational, instructional and highly experiential training methodology that have helped them in their workplace business writing. Caroline has trained operational, supervisory and managerial staff from various organisations.
 
She holds a Master of Arts in Mass Communication from NTU (Singapore) and has attained the Diploma in Teaching English to Speakers of Other Languages (TESOL) certification through the London Teacher Training College and also teaches English as a foreign language. Caroline is also an MBTI®, DISC Accredited Administrator, Enneagram and Lumina Emotion/Spark practitioner and she has administered the tools to top level managers and supervisors on managing their leadership styles and team members. She is currently pursuing her doctorate studies in Business Administration through a Paris-based business school.

Upcoming Schedule

Date & Time

15 Apr 2020 (9:00 AM - 5:00 PM)

Fee (inclusive of GST)

For Members: $ 321.00
For Non-Members: $ 377.71

Programme Facilitator(s)

Caroline Josephine Dawson

Venue

60 Cecil Street
ISCA House
Singapore 049709