UTAP Funding
Programme ObjectiveGenerally 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.
Understanding Customer TypesIce-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 ManagementIdentifying 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 CommunicationApproaches to communicationUsing the right words and phrases.Diagnosing various ways to approach people through content framework structures such as voice, direct, indirect and persuasive approaches. Training MethodologyLecturingGroup Discussion/BrainstormingCase StudiesSelf-Analysis/Critique SessionLearning from a PartnerInteractive Exercises Closing Date for Registration1 week before programme or until full enrolment
Understanding Customer Types
Conflict and Stress Management
Using the Appropriate Tone in Communication
Training Methodology
Closing Date for Registration1 week before programme or until full enrolment
Managers, Executives, Supervisors and executives who need to deal with internal and external customers.
Others = 7.00 Hours
24 Oct 2025 (9:00 AM - 5:00 PM)
For Members: $ 488.32 For Non-Members: $ 582.06
1] NTUC Union Training Assistance Programme (UTAP)UTAP (Union Training Assistance Programme) is an individual skills upgrading account for NTUC members.
To find out more on the UTAP funding and support validity period please click here.
Should you have queries on the funding scheme, you can email to UTAP@e2i.com.sg or call NTUC Membership Hotline at 6213-8008
Dr Caroline Josephine DawsonDr Caroline Josephine Dawson holds a professional Doctorate in Business Administration (DBA) from Teesside University (TU), United Kingdom and Master of Arts degree in Mass Communications from Nanyang Technological University (NTU), Singapore. Director of Caroline Dawson International, Dr Dawson has more than 20 years of invaluable experience as an Editor of lifestyle and technical publications and 15 years teaching business management, environmental and soft-skills communication.Dr Dawson’s pragmatic real world approach ensures that she understands and responds to the real pressures and issues faced by adult learners especially. By closely observing and identifying individuals with special learning needs, she has maintained that experiential, innovative teaching methods and highly interactive curriculum are key motivational factors that enhance one’s communication and personal development skills.During her numerous corporate exposure with local and foreign delegates, Dr Dawson has provided counselling and coaching services to many multicultural individuals and teams while also mentoring fellow educators in developing their professional skills.As a former journalist, Dr Dawson’s professional work experience as a Corporate Trainer 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. Dr Dawson has trained operational,supervisory and managerial staff from various organisations.She 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. Dr Caroline is also an MBTI®, DISC Accredited Administrator, Enneagram, Lumina Spark practitioner; and Life Coach. She has administered the tools to top level managers and supervisors on managing their leadership styles and team members. She is currently a Professional Member with Asia Professional Speakers Singapore and a Member with Toastmasters Club Association, International Women’s Federation of Commerce and Industry (Singapore), Business & Professional Women’s Association (S), Society of Singapore Writers and Adult Educators Network Singapore.
60 Cecil StreetISCA HouseSingapore 049709
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08 May 2025 - 08 May 2025
09 May 2025 - 09 May 2025