Summary
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Full Cost | S$759.7 | |
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Working with difficult people can cause us a certain level of stress and frustration. The fact is, we cannot avoid them and neither can we change their behaviour. The best way to go about this then is to learn how to work effectively with them.
This course aims to equip you with the right attitude and the relevant skills and techniques to handle different types of difficult people; so that relationship can be improved and work can get done more effectively. At the same time, the course also provides you with ways to get feedback about yourself and what you can do if you find yourself belonging to one of the categories of difficult people.
After the workshop, you will be able to:
What you will learn?
Introduction
- What is a "difficult" person?
- What are the causes
- Some thoughts about difficult people
4 types of responses to difficult people
- Instinctive responses towards difficult people and why
- Learning to manage your own emotions to prevent flight or fight responses
4 styles of working behaviour
- 2 dimensions that explain why people behave differently
- 4 general working styles of people
- Understand the intent of each working style and what happens when that intent is not met
Identify the categories of difficult people
- 10 categories of difficult people from the 4 working styles
- Characteristics of each category
Strategies to cope with difficult people
Techniques to handle specific categories of difficult people
Ensuring we do not become the difficult person
- Ways to get feedback on how you behave towards others
- What to do after discovering that you belong to one of the categories?
Who Should Attend?
Executives and administrators who need to work with different types of people.
Methodology
Participants are guided through practical steps of the topic with a combination of lectures, case studies and group discussions.
EON Consulting & Training Pte Ltd, formerly known as Effective Outsource Networks, was established in 1996 and specialises in providing human capital consulting and training services to organisations in Singapore.
It has helped organisations improve on day-to-day human resource operations through three main areas of support, namely, information service, consulting and training.
Training Center
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Ms Chua Bee Choo has worked in both the private and public sectors. Her main focus of training are on service excellence and personal effectiveness. She has been training adult learners since 1999 and her areas of training include; Customer Service, WITS/IQC, WSQ Courses in customer service, EI Intelligence at work, EI Skills & Handling Difficult Customers, Time Management, Supervising and Coaching Staff for Service Excellence, Working with People of Different Personalities and The 7 Habits of Highly Effective People.
Her strength in customer service comes from her practical experience in dealing with customers at the front counters and call centres, as well as developing and implementing service policies and initiatives; such as setting service standards, conduct service audits, evaluating performance and implementing the integrated rewards system for the organisation.
She holds a Master of Education in Training and Development with the University of Sheffield, Bachelor of Arts (Hons), Diploma in HRD, Associate Diploma in Customer Service (USA) and the Associate Diploma in Public Speaking (LCM), a Certified Trainer for the Disc Profiling System, Certified Trainer for the 7 Habits of Highly Effective People, Certified Six Seconds Associate EQ Trainer and Certified Stress Management Consultant. She has also attained ACTA certification awarded by WDA. She was also one of the recipients of CSC (Civil Service College) Trainer Excellence Award 2012.
The following are details breakdown of the funding
Individual | ||
*Funding | ||
WSQ | Login to find out more about the funding | |
SkillsFuture | - | |
Productivity & Innovation Credit | - | |
How much you need to pay? | Login to find out more about the funding |
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Other courses available by EON Consulting & Training Pte Ltd