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| Date: |
4 December 2008 |
| Time: |
9:00 am - 5:00 pm |
| Fee: |
S$485 (subject to 7% GST) |
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(including refreshment breaks, buffet lunch and comprehensive workbook) |
| Venue: |
Meritus Mandarin |
| Enquiries: |
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Payment must be made before the commencement of the workshop. No cancellation is allowed 7 days prior to workshop. |
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Difficult, challenging people exist in all areas of our lives. Demanding bosses, irritable colleagues, angry customers, emotional subordinates, know-it-alls, bullies, complainers. I'm sure you recognise some of these people - they are the people you work with, sell to, buy from, depend on, live with! They cause tension and problems for everyone who comes into contact with them. They make you feel frustrated and drained. They can make our lives miserable.
In this popular, experiential workshop, Ricky Lien will help you to understand these challenging, hard-to-handle people, so that you can get colleagues to co-operate, bullies to back off, and complainers to quiet down. You will learn some positive skills and strategies to handle difficult people and situations effectively, so that you improve relationships and achieve the best possible results. In doing so, you will be able to reduce stress, work with more confidence and ultimately enjoy your work and life much more.
Don't miss this opportunity to learn how you can successfully deal with difficult people so that both parties benefit from a positive outcome. You will see how you can ultimately improve relationships and make the environment happier and more productive for everyone.
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This program aims at helping participants to: |
- Analyse your own and other's behavioural styles.
- Recognise the triggers that spark off difficult situations.
- Identify the key elements of calming behaviour, and learn when and how to apply them.
- Resolve conflict and manage anger by using effective listening skills.
- Use essential strategies to deal with and respond to criticism.
- Learn magic words and phrases that will pacify difficult people.
- Say 'no' by saying 'yes' in the right contexts to achieve win-win.
- Deal confidently with complaints on the telephone and in person.
- Know how to handle authority when people fly off the handle.
- Manage sarcasm and put-downs using assertive behaviour.
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Understanding difficult people and why some are difficult
- Analysing your own and others' behavioural styles using a special profile
- The 4 major behavioural styles, and why some people can be difficult
- When and under what circumstances are people difficult?
- How to work with and positively influence the behaviour of difficult people
Triggers that provoke difficult behaviour
- The most common triggers that cause aggressive and negative attitudes
- Proven techniques you can use to counteract these triggers
- How to calm situations down using active listening
- The top 10 most difficult behaviours
Aggressive, passive and assertive behaviour
- How people's perception of environment affects their behaviour
- From aggressive to passive: How to balance extremes of behaviour
- How to act more assertively to gain control of situations
- How to recognise and deal with manipulative behaviour
- Choosing the right behaviour to influence positive outcomes
Handling conflict
- Reasons why disagreements and conflicts develop
- Handling different types of behaviour that cause conflict
- Using effective listening skills to defuse conflict and heated situations
- How to manage sarcasm and put-downs
- Helping others get what they want to avoid generating negative energy
Communicating effectively
- It's not what you say, it's how you say it
- What is the intent behind our intent when communicating?
- Getting from 'no' to 'yes' for a win-win outcome
- How words can kill any relationship, and what words to avoid
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Ricky hails from Sydney, and he specialises in coaching the skills of leadership, conflict resolution, influencing, sales, motivation and emotional intelligence. He has worked with many national and multi-national corporations in Australia and SE Asia. Ricky is a passionate and energetic trainer who always makes his workshops practical, encouraging and engaging.
“For many reasons, it is critical to select the right training provider. Ricky, you have exceeded the performance indicators. Your commitment to us to ensure learning is highly appreciated.”
Rex Wang
National Sales Manager, TodayTech Computers
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Ricky always creates a friendly environment that promotes interactive discussion. You will be encouraged to share experiences, participate in group discussions and role-play some of the techniques learned. You will take away a comprehensive workbook packed with tips, tools and guidelines that you will turn to time and time again to recall key points and address specific problems.
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This workshop is for you if you work on the front line, in reception, sales, customer service, office professionals, secretaries, executive assistants, support staff, supervisory staff. In short, it's for anyone who needs to manage difficult people and influence them towards a positive solution.
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