Course Detail(MP034Av : Communication techniques to handle difficult people (Live Webinar))
Not Available

UTAP Funding

MP034Av : Communication techniques to handle difficult people (Live Webinar)

7.00 CPE Hours (Others)
Live Webinar

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.


Pre-requisites

Please take note of the following admission requirements:

  • Trainings will be conducted on Zoom platform, thus video camera and microphone are compulsory
  • Mandatory for video camera to be turned on throughout the course
  • Display your official name (as per NRIC) in Zoom, to facilitate attendance taking


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

30 Sep 2024 (9:00 AM - 5:00 PM)

Fee (inclusive of GST)

For Members: $ 318.28
For Non-Members: $ 382.59

Programme Facilitator(s)

Caroline Josephine Dawson

Venue

Online Classroom in or outside of
Singapore

Testimonial

Funding

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.

  • Maintained paid-up NTUC membership before course, throughout course duration and at the point of claim and;
  • Course by training provider must be supported under UTAP and training must commence within the supported period and;
  • Unfunded course fee must not be fully sponsored by company or other types of funding
  • Unfunded course fee must be S$20.00 and above, and;
  • Member must achieve a minimum of 75% attendance for each application and sat for all prescribed examination(s), if any and;
  • UTAP application must be made within 6 months after course ends.

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

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.


Pre-requisites

Please take note of the following admission requirements:

  • Trainings will be conducted on Zoom platform, thus video camera and microphone are compulsory
  • Mandatory for video camera to be turned on throughout the course
  • Display your official name (as per NRIC) in Zoom, to facilitate attendance taking


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

30 Sep 2024 (9:00 AM - 5:00 PM)
Fee (inclusive of GST)

For Members: $ 318.28
For Non-Members: $ 382.59

Programme Facilitator(s)

Caroline Josephine Dawson

Venue

Online Classroom in or outside of
Singapore


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