Soft
Skills
Wednesday, 28 November 2018
09:00 AM - 05:00 PM
Carlton Hotel Singapore, 76 Bras Basah Road, S(189558)
$398 nett per participant (inclusive of course materials, certificate of participation, buffet lunch, tea breaks & refreshments)
CALL NOW (65) 6333 0305
Handling Difficult People Effectively - 10th Run
Trainer: Koh Thong Joo

How do we handle difficult colleagues and customers effectively? First of all, we need to develop our mental resilience and understand the psychology of their difficult behaviours. Once we understand the positive intent behind their difficult behaviour, we will be able to adopt the right approach to handle their difficult situations effectively.

This workshop is designed to help participants gain insights into the psychology of difficult people, understand the positive intent behind difficult people, learn effective neuro-linguistic programming (NLP) techniques to build trust and rapport, practise assertive communication to put their viewpoints across effectively, and acquire an effective strategy and techniques to handle four types of difficult people.

The workshop is designed to deliver maximum result through experiential learning, case studies, group discussions, self-reflection and translation into actual action plan that can be applied immediately at work.

Key Topics

How to Handle Difficult Behaviours

  • Understand different types of difficult behaviours
  • Acquire the competency for handling difficult people

Insights into the Psychology of Difficult People

  • Understand why difficult people behave the way they do
  • Know the reason why their difficult behaviours aggravate when their intents are not met

Practise Empathy and Understand Their Needs

  • Build trust and rapport using effective NLP techniques
  • Understand the root cause of people's difficult behaviour

Express Yourself Assertively

  • Convey your viewpoints using assertive communication techniques
  • Communicate effectively by applying effective language patterns

Apply an Effective Strategy to Handle Difficult People

  • Gain insights into the intent of four different types of difficult people
  • Use an effective strategy to handle difficult people to achieve win-win outcomes

Who Should Attend

This workshop is designed for anyone who has to deal with difficult people or difficult issues.  HR professionals, team leaders, line managers, retail personnel, customer service representatives, front-line staff, consultants and people who negotiate will all benefit from this workshop

Register Online or Download Registration Form and email/fax to info@kcacademy.com.sg/63331225

Complete registration form below and submit.

Look out for confirmation email with soft copy invoice.

Remit payment by cheque, bank transfer or cash to KC Academy Pte Ltd.

Look out for reminder email closer to workshop date.
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* Upon receipt of registration, any cancellation must be confirmed in writing, and will be subject to a 10% administrative charge. If notice of cancellation is received less than 5 working days before the course date, or if participant fails to show, participants will be invoiced for the full fee. However, substitutes will be allowed. KC Academy Pte Ltd reserves the right to cancel/postpone the event or change the venue/date/time of the workshop in view of unforeseen circumstances.