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.Pre-requisitesPlease take note of the following admission requirements:Trainings will be conducted on Zoom platform, thus video camera and microphone are compulsoryMandatory for video camera to be turned on throughout the courseDisplay your official name (as per NRIC) in Zoom, to facilitate attendance takingTraining 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
Pre-requisites
Please take note of the following admission requirements:
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.
1] NTUC Union Training Assistance Programme (UTAP)UTAP (Union Training Assistance Programme) is an individual skills upgrading account for NTUC members.
NTUC members enjoy 50% *unfunded course fee support for up to $250 each year when you sign up for courses supported under UTAP. NTUC members aged 40 and above can enjoy higher funding support up to $500 per individual each year, capped at 50% of unfunded course fees, for courses attended between 1 July 2020 to 31 December 2022. *This excludes miscellaneous fees such as GST and registration fee etc. To find out more on the UTAP support validity period please click here. As UTAP is given on calendar year basis, and calculated based on year of training taken, it cannot be accumulated.
To submit for UTAP claims, please visit http://skillsupgrade.ntuc.org.sg/. Terms and conditions apply.Should you have queries on the funding scheme, you can email to UTAP@e2i.com.sg or call NTUC Membership Hotline at 6213-8008
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This Course is Intended for CA Singapore Users..
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