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.

Programme Facilitator(s)